Technical Support Engineer - L2

Summary

Join Abnormal Security as a Level 2 Technical Support Engineer (TSE) and become the primary point of contact for escalated cases, collaborating with engineering, escalation management, and product teams. You will lead a team of subject matter experts focused on detecting false negatives and false positives reported by customers, acting as the liaison between the Support team and Abnormal's Detection Engineering and Product teams. Key responsibilities include driving detection improvements, responding to and mitigating customer incidents, and enhancing existing escalation processes. You will be responsible for updating customers and the Level 1 Support team on case status and next steps, providing possible workarounds to ensure customer success, and logging and managing all inbound and outbound interactions using a CRM system. This role requires strong communication skills, analytical abilities, and experience in enterprise product support, email security fundamentals, and security operations.

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
• KR: > 90% Resolution SLA
• 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