Abnormal Security

Technical Support Engineer – AI Cybersecurity Platform

Abnormal Security

full-time

Posted on:

Location Type: Hybrid

Location: Bangalore • India

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Tech Stack

CloudCyber SecuritySplunk

About the role

  • Act as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and Saas Security.
  • Own and resolve inbound support tickets—including configuration issues, API questions, behavioral false positives, and threat investigations.
  • Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust.
  • Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation.
  • Support seamless customer onboarding and engagement by working alongside Customer Success Managers.
  • Create and maintain internal and external knowledge base content to improve case deflection and empower customers.
  • Identify patterns in support interactions to flag recurring pain points and drive product improvements.

Requirements

  • 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.
  • Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems like Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API or Zoom.
  • Proven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
  • Familiarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
  • A mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes.
  • Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus.
Benefits
  • Equal opportunity employer
  • Consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.
  • EEO policy statement available on request.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportemail securitySaaS platformscloud ecosystemsAPI debugginglog analysisAI toolstroubleshootingcase deflectionproduct improvements
Soft Skills
communication skillscollaborationproblem-solvingcustomer engagementcontinuous learningefficiency mindsettechnical explanationtrust buildingpattern identificationdocumentation