{"id":2505392,"url":"https://alion.io/job/abnormal-technical-support-engineer","title":"Technical Support Engineer","company":{"id":20628,"name":"Abnormal AI","domain":"abnormal.ai","url":"https://alion.io/company/abnormal-ai","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":611},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Crowdstrike","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"Rest API","optional":false},{"name":"Slack","optional":false},{"name":"Splunk","optional":false}],"status":"live","first_seen_at":"2026-09-08T13:15:40Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-15T10:15:09Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"About You\nYou’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.\nYou're 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. You're equal parts communicator, troubleshooter, and customer champion-committed to delivering exceptional support and building customer trust at every step.\nWhat You Bring:\n4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms.\nStrong 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.\nProven ability to debug complex technical issues, analyze logs, and collaborate cross-functionally with Engineering and Product teams.\nExcellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.\nFamiliarity with support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence.\nA mindset for continuous learning, efficiency, and improving both the customer experience and internal support processes.\nExperience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting or prompting is a strong plus.\nIn This Role, You Will:\nAct as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and Saas Security.\nOwn and resolve inbound support tickets-including configuration issues, API questions, behavioral false positives, and threat investigations.\nProvide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust.\nCollaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation.\nSupport seamless customer onboarding and engagement by working alongside Customer Success Managers.\nCreate and maintain internal and external knowledge base content to improve case deflection and empower customers.\nIdentify patterns in support interactions to flag recurring pain points and drive product improvements.\nA note on AI in our process: \n Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.\nAbnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. 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