L2 Technical Support Engineer

Summary

Join Abnormal Security as a Level 2 Technical Support Engineer, responsible for triaging escalated cases, driving resolution in collaboration with engineering and product teams, and leading a team to improve detection. Investigate and troubleshoot issues, provide case status and next steps, and communicate effectively with all levels of the organization.

Requirements

• 4+ years experience in an enterprise product support environment
• Advanced understanding of email security fundamentals (MX records, differences between spam/graymail/phishing/business email compromise attacks, SPF/DKIM/DMARC, message header analysis, Mail Transfer Agents)
• Advanced experience in the triage, investigation, and mitigation of product detection issues (ie. False Negatives/False Positives)
• Previous experience working on and/or supporting Information Technology and Security Operations Center (SOC) teams
• Understanding of security fundamentals (e.g. threats, vulnerabilities, risk management)
• Experience with enterprise cloud productivity technologies and products (e.g. Microsoft 365, Google Workspace, APIs)
• Experience with enterprise security solutions (e.g. Secure Email Gateways, SIEM, SOAR, Firewalls)
• Demonstrated understanding of bug escalation processes from initial triage to investigation, troubleshooting, and resolution
• Analytical and organizational skills in collaborating, coordinating and escalating issues within a team of product support professionals
• Strong written and verbal communication skills with internal and external stakeholders (e.g. email, phone, and video calls)
• Experience with case management systems and CRMs (e.g. Salesforce, Zendesk)
• Strong orientation towards driving customer success and satisfaction

Responsibilities

• Triage escalated cases internally and drive resolution in collaboration with Abnormal’s engineering, escalation management, and product teams
• Investigate and troubleshoot issues and make suggestions for process and product improvements
• Drive detection improvements, respond to and mitigate customer incidents, and improve upon existing escalation processes
• Provide case status and next steps to the customer and Level 1 support according to defined support offerings and associated SLAs
• Provide possible workarounds to issues to ensure customer success
• Communicate effectively in writing and verbally with all levels of the organization both internally and externally
• Logging and managing all inbound/outbound interactions using a CRM with customers in support cases, email, chat, and phone
• Identifying, creating, revising, and publishing internal and public-facing product solutions based on common questions and issues

Benefits

Health insurance