Technical Support Engineer L2

Summary

Join Abnormal Security as a Level 2 Technical Support Engineer and become the primary contact point between Level 1 Support, Customer Success, and Engineering teams. You will triage escalated cases, collaborate with various teams to resolve issues, and suggest product improvements. This role involves leading a team of subject matter experts, acting as a liaison between Support and Engineering, and driving detection improvements. You will update customers and the Level 1 team on case status, provide workarounds, and manage interactions using a CRM system. You will also create and publish product solutions and achieve key performance indicators (KPIs) related to response and resolution SLAs and customer satisfaction.

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 toward driving customer success and satisfaction

Responsibilities

• Handle advanced break-fix cases and will only escalate 10% or less of issues
• Manage all escalated Jiras from Level 1 support and Salesforce Backlog
• Understand, troubleshoot, analyze and resolve product issues reported by the customer and keep escalations under 25% to Engineering
• Support the Sales team, Deployment team, and CSMs with break-fix-related activities that require product expertise and knowledge
• Provide case status and next steps to the customer according to defined support offering and associated SLA’s/SLOs for follow up time frames with a goal of 90%+ attainment
• Schedule customer calls with assistance from CSM for difficult Sev1 and Sev2 issues to address case issues, concerns, and escalations
• Provide possible workarounds to issues to ensure customer success and recommend (help develop) tools to support the customers to reduce the number of escalations by 25% or less
• Tracking issues/enhancements from customers and doing a proper hand-off to other members of the team
• Knowing when to escalate issues and working with the teams 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
• Achieve goals including KPI’s established by the support manager which include: KR: > 90% First response SLA
• Achieve goals including KPI’s established by the support manager which include: KR: > 90% Resolution SLA
• Achieve goals including KPI’s established by the support manager which include: KR: > 90% Follow up Response SLA
• Always provide an outstanding customer experience while being the customer’s advocate through the lifecycle of their support case and maintain a Customer Satisfaction score of 90% or greater satisfaction
• Prioritize tasks and accurately document the nature of the reported problem and communicate effectively in writing and verbally with all levels of the organization and maintain a 90% or greater score with random audits of cases