About the Role
The Level 2 Technical Support Engineer (TSE) is the primary contact point between the Level 1 Support Team, Customer Success (CS), and the Engineering teams at Abnormal Security. This role involves triaging escalated cases and driving their resolution in collaboration with Abnormal’s engineering, escalation management, and product teams. Level 2 TSEs are responsible for investigating and troubleshooting issues and suggesting process and product improvements.
In this position, the Level 2 TSE will lead a team of subject matter experts focused on detecting false negatives and false positives reported by customers. They will act as the primary 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.
The Level 2 TSE is responsible for updating customers and the Level 1 Support team on case status and next steps in accordance with defined support offerings and associated SLAs. They will also provide possible workarounds to ensure customer success. Effective written and verbal communication is essential when interacting with all levels of the organization, both internally and externally.
Additionally, the Level 2 TSE will log and manage all inbound and outbound interactions using a CRM system, including support cases, emails, chats, and phone calls. They will identify, create, revise, and publish internal and public-facing product solutions based on common questions and issues.
What you will do
- A level 2 engineer is the primary escalation point for Level 1 support and the main interface with Engineering
- 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
Must Haves
- 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
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