📍 Job Overview

Job Title: Technical Support Engineer - AI Cybersecurity Platform
Company: Abnormal
Location: Hybrid - Bangalore, India
Job Type: Full-time
Category: Technical Support Engineer
Date Posted: June 23, 2025
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Serve 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, providing clear and timely updates, root cause insights, and solution recommendations.
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.

📝 Enhancement Note: This role requires a strong customer focus, technical problem-solving skills, and the ability to work effectively with cross-functional teams to ensure customer satisfaction and drive product improvement.

💻 Primary Responsibilities

Customer Support: Act as a trusted L1 technical advisor for enterprise customers, providing exceptional support and building customer trust at every step.
Troubleshooting: Own and resolve inbound support tickets, including configuration issues, API questions, behavioral false positives, and threat investigations.
Communication: Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust.
Collaboration: Work closely with Engineering and other internal teams to ensure timely, high-quality resolutions and robust post-mortem documentation.
Customer Engagement: Support seamless customer onboarding and engagement by working alongside Customer Success Managers.
Knowledge Management: Create and maintain internal and external knowledge base content to improve case deflection and empower customers.
Process Improvement: Identify patterns in support interactions to flag recurring pain points and drive product improvements.

📝 Enhancement Note: This role requires a strong focus on customer-centric problem-solving, effective communication, and continuous learning to drive customer satisfaction and product improvement.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.

Required Skills:

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.

Preferred Skills:

Familiarity with Abnormal's products and services.
Experience working in a high-growth, startup environment.
Knowledge of additional programming languages or scripting skills.

📝 Enhancement Note: Candidates with a strong background in technical support, excellent communication skills, and experience with AI tools will be well-suited for this role and have the opportunity to grow with the company.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills and customer-centric approach through past support projects or case studies.
Showcase experience in supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement.
Highlight any experience with AI tools or platforms, and how you've leveraged them to improve support processes or customer outcomes.

Technical Documentation:

Provide examples of well-documented support tickets, knowledge base articles, or internal process documentation that demonstrates your attention to detail and commitment to knowledge sharing.
Include any metrics or success stories that illustrate the impact of your work on customer satisfaction, case deflection, or product improvement.

📝 Enhancement Note: A strong portfolio will showcase the candidate's ability to support enterprise customers, drive technical investigations, and advocate for continuous product improvement, with a focus on customer-centric problem-solving and effective communication.

💵 Compensation & Benefits

Salary Range: INR 12,00,000 - 18,00,000 per annum (Based on experience and market standards for Technical Support Engineers in Bangalore, India)

Benefits:

Competitive health, dental, and vision insurance plans.
401(k) matching and employee stock options.
Flexible time off and remote work options.
Professional development opportunities and training.
A dynamic, collaborative work environment with a focus on continuous learning and growth.

Working Hours: Full-time (40 hours/week) with flexible scheduling to accommodate customer needs and time zones.

📝 Enhancement Note: The salary range for this role is based on market research for Technical Support Engineers in Bangalore, India, with consideration for the candidate's experience level and the company's size and growth potential.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity, specifically focusing on AI-driven email and SaaS security.

Company Size: Medium (101-1,000 employees), with a growing presence in the cybersecurity industry.

Founded: 2018, with a strong focus on innovation and continuous improvement in the AI cybersecurity space.

Team Structure:

A dedicated and collaborative technical support team, working closely with Engineering, Product, and Customer Success to ensure customer satisfaction and drive product improvement.
A flat organizational structure that encourages open communication and cross-functional collaboration.

Development Methodology:

Agile/Scrum methodologies for product development and improvement.
A customer-centric approach to support and problem-solving, with a focus on continuous learning and improvement.
Regular team meetings and retrospectives to identify areas for improvement and drive process optimization.

Company Website: Abnormal AI

📝 Enhancement Note: Abnormal AI's company culture emphasizes customer-centric problem-solving, continuous learning, and collaboration, with a strong focus on driving product improvement through customer feedback and support insights.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is an intermediate to senior-level position within the Technical Support career path. The ideal candidate will have 4+ years of experience in technical support roles, with a strong background in cybersecurity, enterprise SaaS, or API-driven platforms.

Reporting Structure: This role reports directly to the Manager of Technical Support, with close collaboration with Engineering, Product, and Customer Success teams.

Technical Impact: Technical Support Engineers at Abnormal AI have a significant impact on customer satisfaction, product improvement, and the overall success of the company. By providing exceptional support and driving continuous improvement, Technical Support Engineers help ensure that Abnormal AI's products and services meet the needs of enterprise customers and maintain a competitive edge in the AI cybersecurity market.

Growth Opportunities:

Technical Growth: Expand your knowledge of Abnormal AI's products and services, as well as the broader AI cybersecurity landscape, through hands-on experience and continuous learning opportunities.
Leadership Growth: Develop your leadership skills by mentoring junior team members, driving process improvement initiatives, and contributing to strategic decision-making processes.
Career Progression: As Abnormal AI continues to grow, there may be opportunities for Technical Support Engineers to transition into more senior roles within the organization, such as Technical Support Manager, Senior Technical Support Engineer, or other leadership positions.

📝 Enhancement Note: Technical Support Engineers at Abnormal AI have the opportunity to grow both technically and professionally, with a strong focus on customer-centric problem-solving, continuous learning, and collaboration with cross-functional teams.

🌐 Work Environment

Office Type: Abnormal AI's office is a modern, collaborative workspace designed to facilitate open communication and cross-functional collaboration. The office features state-of-the-art technology, comfortable workspaces, and amenities to support the well-being and productivity of its employees.

Office Location(s): Bangalore, India, with remote work options available for certain roles and teams.

Workspace Context:

Collaboration: Abnormal AI's office is designed to encourage collaboration and open communication, with dedicated spaces for team meetings, brainstorming sessions, and informal discussions.
Technology: The office is equipped with the latest technology, including high-speed internet, multiple monitors, and testing devices, to support the needs of technical teams.
Flexibility: Abnormal AI offers flexible work arrangements, including remote work options and flexible scheduling, to accommodate the needs of its employees and support work-life balance.

Work Schedule: Full-time (40 hours/week) with flexible scheduling to accommodate customer needs and time zones. Remote work options are available for certain roles and teams.

📝 Enhancement Note: Abnormal AI's work environment is designed to support collaboration, open communication, and employee well-being, with a strong focus on driving customer satisfaction and product improvement through cross-functional teamwork.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen (30 minutes): A brief phone call to discuss your background, experience, and fit for the role. Be prepared to discuss your technical support experience and any relevant projects or case studies.
Technical Deep Dive (60 minutes): A more in-depth discussion of your technical support experience, focusing on your problem-solving skills, customer-centric approach, and ability to work effectively with cross-functional teams. Be prepared to discuss your experience with AI tools and any relevant technologies.
Behavioral Interview (60 minutes): A conversation focused on your communication skills, customer focus, and ability to work effectively in a collaborative, customer-centric environment. Be prepared to discuss your experience with customer engagement, onboarding, and support process improvement.
Final Interview (30 minutes): A conversation with a senior leader or hiring manager to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Highlight your experience with enterprise customers, driving technical investigations, and advocating for continuous product improvement.
Include any metrics or success stories that illustrate the impact of your work on customer satisfaction, case deflection, or product improvement.
Showcase your ability to communicate complex technical concepts to both technical and non-technical stakeholders.
Demonstrate your attention to detail and commitment to knowledge sharing through well-documented support tickets, knowledge base articles, or internal process documentation.

Technical Challenge Preparation:

Brush up on your 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.
Familiarize yourself with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.
Prepare for questions about your experience with AI tools and any relevant technologies.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Programming Languages: Python, JavaScript, HTML/CSS
Web Frameworks: None specified
Server Technologies: Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API, Zoom
Databases: None specified
Tools: Zendesk, Salesforce, Jira, Confluence, AI tools (GPT-based assistants, internal chatbots, or AI-powered support platforms)
Methodologies: Agile/Scrum, customer-centric problem-solving, continuous learning, process improvement
Soft Skills: Communication, customer focus, collaboration, teamwork, customer engagement, onboarding, support process improvement
Industry Terms: AI cybersecurity, email security, SaaS security, enterprise security, cloud ecosystems, support ticket, knowledge base, customer satisfaction, product improvement

📝 Enhancement Note: To optimize your resume for this role, focus on your technical support experience, customer-centric approach, and ability to work effectively with cross-functional teams. Highlight any relevant projects or case studies, as well as your experience with AI tools and relevant technologies.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role, as it is focused on technical support rather than web development.

Backend & Server Technologies:

Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API, Zoom

Development & DevOps Tools:

Zendesk, Salesforce, Jira, Confluence, AI tools (GPT-based assistants, internal chatbots, or AI-powered support platforms)

📝 Enhancement Note: While this role is focused on technical support rather than web development, a strong understanding of relevant backend and server technologies, as well as support and collaboration tools, is essential for success in this role.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: A relentless commitment to customer satisfaction and continuous improvement in support processes and product quality.
Collaboration: Open communication and cross-functional teamwork to ensure customer satisfaction and drive product improvement.
Continuous Learning: A commitment to staying up-to-date with the latest technologies, trends, and best practices in AI cybersecurity and technical support.
Problem-Solving: A proactive approach to identifying and resolving technical issues, with a focus on customer-centric problem-solving and process improvement.

Collaboration Style:

Cross-Functional Integration: Close collaboration with Engineering, Product, and Customer Success teams to ensure customer satisfaction and drive product improvement.
Code Review Culture: Regular review and discussion of support tickets, knowledge base articles, and internal processes to ensure quality and consistency.
Peer Programming: Collaboration with team members to share knowledge, improve skills, and drive continuous learning and improvement.

📝 Enhancement Note: Abnormal AI's technical support team values customer focus, collaboration, continuous learning, and problem-solving, with a strong emphasis on cross-functional teamwork and customer-centric problem-solving.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Engagement: Balancing the need to provide exceptional support and build customer trust with the need to drive product improvement and process optimization.
Technical Complexity: Navigating the evolving threat landscape in email and SaaS security, with a focus on staying up-to-date with the latest technologies, trends, and best practices.
Customer Expectations: Meeting the high expectations of enterprise customers, with a focus on providing exceptional support and driving continuous improvement in support processes and product quality.
Process Improvement: Identifying and addressing recurring pain points in support processes, with a focus on driving continuous improvement and driving product improvement through customer feedback.

Learning & Development Opportunities:

Technical Skill Development: Expanding your knowledge of Abnormal AI's products and services, as well as the broader AI cybersecurity landscape, through hands-on experience and continuous learning opportunities.
Leadership Development: Developing your leadership skills by mentoring junior team members, driving process improvement initiatives, and contributing to strategic decision-making processes.
Career Progression: As Abnormal AI continues to grow, there may be opportunities for Technical Support Engineers to transition into more senior roles within the organization, such as Technical Support Manager, Senior Technical Support Engineer, or other leadership positions.

📝 Enhancement Note: Technical Support Engineers at Abnormal AI face a variety of challenges, including customer engagement, technical complexity, customer expectations, and process improvement. However, these challenges also present opportunities for growth, learning, and career progression.

💡 Interview Preparation

Technical Questions:

Technical Support Fundamentals: Questions about your experience with enterprise customers, driving technical investigations, and advocating for continuous product improvement.
AI Tools: Questions about your experience with AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) and how you've leveraged them to improve support processes or customer outcomes.
Customer Engagement: Questions about your experience with customer engagement, onboarding, and support process improvement, with a focus on driving customer satisfaction and product improvement.

Company & Culture Questions:

Company Values: Questions about your understanding of Abnormal AI's company values, customer-centric approach, and commitment to continuous learning and improvement.
Team Dynamics: Questions about your ability to work effectively with cross-functional teams, with a focus on open communication, collaboration, and customer-centric problem-solving.
Customer Focus: Questions about your commitment to customer satisfaction and continuous improvement in support processes and product quality.

Portfolio Presentation Strategy:

Customer-Centric Approach: Highlight your experience with enterprise customers, driving technical investigations, and advocating for continuous product improvement.
AI Tools: Demonstrate your experience with AI tools and how you've leveraged them to improve support processes or customer outcomes.
Customer Engagement: Showcase your ability to engage with customers, understand their needs, and drive continuous improvement in support processes and product quality.

📝 Enhancement Note: To prepare for your technical interview with Abnormal AI, focus on your technical support experience, customer-centric approach, and experience with AI tools. Be prepared to discuss your experience with customer engagement, onboarding, and support process improvement, as well as your understanding of Abnormal AI's company values and team dynamics.

📌 Application Steps

To apply for this Technical Support Engineer - AI Cybersecurity Platform position at Abnormal AI:

Customize Your Portfolio: Tailor your portfolio to highlight your experience with enterprise customers, driving technical investigations, and advocating for continuous product improvement. Include any relevant projects or case studies, as well as your experience with AI tools and relevant technologies.
Optimize Your Resume: Highlight your technical support experience, customer-centric approach, and experience with AI tools. Include relevant keywords and phrases to optimize your resume for the Applicant Tracking System (ATS).
Prepare for Technical Interview: Brush up on your 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. Familiarize yourself with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence. Prepare for questions about your experience with AI tools and any relevant technologies.
Research the Company: Learn about Abnormal AI's products, services, and company culture. Understand their commitment to customer-centric problem-solving, continuous learning, and collaboration. Be prepared to discuss your fit for the role and how your skills and experience align with the company's values and goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Abnormal AI before making application decisions.

Technical Support Engineer - AI Cybersecurity Platform