Hybrid - Bangalore, India Full-time About You 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. You'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. 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. #LI-UC1 Export Compliance Notice: This position involves access to technology that is subject to the U.S. Export Administration Regulations (EAR). As a result, candidates offered employment must be eligible to access controlled technology under U.S. export control laws. Employment in this position is conditioned on the availability of government authorization. The Company may delay commencement of employment, rescind an offer of employment, terminate employment, as Company deems appropriate, in order to ensure compliance with applicable government access control restrictions. As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process. 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. Abnormal AI is committed to protecting your privacy. Please review our Abnormal AI Applicant Privacy Policy for full information about how Abnormal AI uses your personal information. By submitting an application you confirm that you have read and understand the Abnormal AI Applicant Privacy Policy . About Abnormal AI We're one of the world's fastest growing cybersecurity companies, on a mission to protect the modern workplace from the most pressing threats. Our AI-native technology was built from the ground up to tackle forward-looking security challenges, and our team works with bleeding-edge technology to keep our customers and their people safe as attacks grow ever more sophisticated. Our team is what makes us successful, which is why we're committed to a culture of learning, ownership, and high performance, where you'll have the opportunity to accelerate your growth and unlock excellence with the support of talented colleagues. Our Benefits Taking care of our team goes beyond the office. Our compensation and benefits philosophy is designed to put attract, motivate, and retain top talent: Competitive Compensation We pay competitively to attract, reward, and retain top talent in the market Equity is an important part of our total comp strategy When the company does well, we all do well. Equity is an important and exciting part of our total compensation strategy as a pre-IPO startup. We’re guided by the belief our team members should share in the financial success of our company and grant equity accordingly. Flexible PTO All regular salaried team members enjoy flexible PTO. We want team members to grow with us, and a big part of that is making sure our team has the opportunity to rest and recharge. We also observe 12 paid holidays every year. Generous Healthcare Coverage for You and Your Family Taking care of our team goes beyond the office. In the US, we cover 100% of employee health care premium costs, and up to 100% for dependents, depending on the plan. Internationally, we offer similarly generous coverage, customized to each country in which we operate. Fully Distributed Workforce Operating as a globally-distributed, majority remote company means we get to work with talented folks, no matter where they live. We prioritize a balance of deep focus time with Zoom meetings, and regular in-person events. As a fast growing startup, we continuously review, improve, and personalize our benefits offerings based on the team’s input. Don’t see something that’s important to you? Let us know! Our Interview Process We value transparency at Abnormal, and our interview process is no exception. Inclusion Matters Abnormal is committed to creating a diverse work environment. All qualified applicants will receive consideration without regard to race, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status. Privacy Policy Learn more about Abnormal's Privacy Policy Recruiting Imposter Alert We have been made aware that there are potential scammers posing as Abnormal AI recruiters. Please ensure that any communication you have with our recruitment team comes from an official Abnormal email domain. Your safety and privacy are important to us, and we will never request sensitive personal information outside of our secure application process. Thank you for helping us maintain a secure and trustworthy application experience. Should you encounter what you believe to be a scamming attempt at any time in your recruiting process, please let us know at security@abnormalsecurity.com
