Technical Support Engineer

Summary

Join Abnormal Security as an L1 Technical Support Engineer (TSE) and contribute to a world-class, 24/7 globally available product support team. You will leverage your 2+ years of experience in cybersecurity and enterprise SaaS to provide exceptional support to customers. Your responsibilities will include troubleshooting email security issues, interacting with security professionals, and ensuring customer satisfaction through timely responses and resolutions. You will also be responsible for prioritizing and documenting issues, providing case status updates, and collaborating with other teams to address customer needs. This role requires strong technical troubleshooting skills, excellent communication abilities, and a passion for customer success.

Requirements

• 2+ years experience in a fast-paced, enterprise product support environment
• Basic understanding of, and prior experience successfully troubleshooting, issues involving email security fundamentals (i.e., DNS settings, MX Records, DMARC/DKIM)
• Functional understanding of supporting multiple SaaS security products requiring interactions with enterprise security professionals (e.g., SOC analysts and managers)
• Previous experience providing both phone and email support to the highest degree of customer satisfaction, with benchmark-beating response, update, and resolution SLA’s
• Strong technical troubleshooting skills that enable independent issue investigation and effective, efficient collaboration with L2 Support when necessary (e.g., bug fixes and enhancements)
• Experience with Internet and networking technologies and products
• Strong written and spoken communication skills in English
• Strong ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Soft skills oriented towards driving customer success
• Strong analytical and organizational skills
• Advanced knowledge of case management systems and CRM’s

Responsibilities

• Responsible for providing first line support response to customers in accordance with quarterly timeliness and quality targets as defined by your manager, including
• Support CSAT Rating
• 95+%
• 1st Response Time
• ���90% SLA Attainment
• <1 hr. Sev1
• <8 hrs. Sev2
• Resolution Time
• ���90% SLO Attainment
• <8 hrs. Sev1
• <24hrs. Sev2
• Case Deflection
• <25% ENG escalation
• Understand, troubleshoot, analyze and resolve product issues reported by the customer with a level of urgency, communication clarity, and transparency that turns escalations into positive experiences
• Support the sales team and CSMs with break-fix-related activities that require product expertise and knowledge
• Prioritize and accurately document the nature of the reported problem in case management systems (e.g., SFDC) to ensure efficient troubleshooting and tracking
• Provide case status and next steps to the customer through customer-verified closure according to our defined support offering and associated SLA’s
• Schedule live customer calls as necessary to address case issues, concerns, and ensure all commitments are met
• Provide possible workarounds to issues to ensure customer success in situations where a full fix is not tenable as a near-term option
• Track issues that tie to enhancement requests from customers and ensure a proper handoff to the CSM and Product teams for ensuing investigation and decisioning
• Knowing when to escalate issues to L2 Support and working with that team on the escalation until the issue is resolved
• Logging and managing all inbound/outbound interactions via the Salesforce CRM with customers in support cases, email, and phone
• Always provide an outstanding customer experience while being the customer’s advocate through the lifecycle of their support case
• Communicate effectively in writing and verbally with all levels of the organization both internally and externally
• Contribute to Knowledge Base Articles and User Guides based on support issues

Benefits

• At Abnormal Security certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits
• Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons
• Base salary range
• $63,800 — $75,000 USD