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Company

Abnormal Security · 18 hours ago

L1 Technical Support Engineer

Remote - USA

Full-time

Remote

Entry Level

$64K/yr - $75K/yr

2+ years exp

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CybersecurityEmail security fundamentalsSaaS supportTechnical troubleshootingNetworking technologiesCase management systemsCRM softwareCustomer successEnglish proficiencyCollaboration skills

Required

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