FULLTIME
Technical Support Engineer
Abnormal Security
Not specified · hybrid · Posted 42d ago
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Undisclosed4–9 yrsfulltimeNot specified
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Section · 01
About this role
You re an experienced, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ years of experience, you ve developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement.
Youre energized by the evolving threat landscape in email and SaaS security, and you re excited to support a platform that uses behavioral AI to stop the attacks others miss. Youre equal parts communicator, troubleshooter, and customer champion-committed to delivering exceptional support and building customer trust at every step.
What You Bring
- 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.
In This Role, You Will
- 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
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
Customer ExperienceConfluenceEmail Securitycustomer successCustomer OnboardingCollaboration ToolsMicrosoft 365Oktaai securityCrowdstrikeDebugJira AtlassiancloudOnboardingAI ToolsCyber SecurityCommunication SkillsinboundArtificial Intelligence
Section · Company
About Abnormal Security
Abnormal Security
IT Services & Consulting
501-1000
employees
2018
8 years old
San Francisco, California
United States
₹37.3L PA avg
Avg at Abnormal Security
About
Abnormal Security specializes in comprehensive cybersecurity, defending enterprises against diverse email and collaboration-related threats.
Employee ratings
3 reviews
2.9/ 5
Culture
3.3
Career growth
3.7
Work-life
3.3
Employees rate it well for
Compensation & Benefits50Work Satisfaction42
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