Technical Support Manager, Abnormal Security
$137.7-162k
We’re guided by the belief our team members should share in the financial success of our company and grant equity accordingly
Cloud email security platform
Job no longer available
Cloud email security platform
1001+ employees
Job no longer available
$137.7-162k
We’re guided by the belief our team members should share in the financial success of our company and grant equity accordingly
1001+ employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- We are looking for someone with over 5 years of experience in building and managing Support teams within fast-paced, enterprise SaaS environments
- You should have a track record of recruiting top talent externally and developing existing talent through coaching
- The team is growing, so we need someone with a strong entrepreneurial/start-up mindset and approach to operations
- You should be able to strike a balance between maintaining consistency and processes while being adaptable and flexible to meet the needs of the business and our customers
- Minimum of 5+ years of overall experience working in SaaS at the Enterprise level
- 5+ years leading support/service teams of 10+ TSEs
- Experience in building and scaling a team
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Strong supervisory and leadership skills
- Proficient with Salesforce
- Strong technical troubleshooting skills
- Strong experience with Email Security, Security, Cloud Security technologies and products
- Strong written and spoken communication skills
- Strong ability to collaborate, coordinate, and escalate issues within a team of product support professionals
- Soft-skills oriented toward driving customer success
- Strong analytical and organizational skills
- Experience with case management systems and CRMs
What the job involves
- As the Manager of our expanding Technical Support team, you will be responsible for leading a team of TSEs who handle customer queries and technical issues
- Your goal is to ensure that customer concerns are addressed promptly and with high quality, surpassing our SLAs to provide an exceptional customer experience
- You will be responsible for expanding the customer support organization by initiating ongoing improvements and advocating for positive changes to enhance service levels, boost customer satisfaction, decrease resolution times, reduce overall operating costs, and drive revenue growth
- You will oversee both internal teams and third-party partners to meet Abnormal Security's standards, exceeding customer service goals and metrics for managing the customer success and support department
- To excel in this role, you will leverage your extensive experience in developing and refining Support and Success playbooks and processes to support growth, including the escalation process to Level 2 and Engineering, monitoring SLAs, driving continuous improvements, and optimizing team utilization
- Your dedication to continually improving the efficiency and effectiveness of TSEs will be crucial in helping us meet and exceed our objectives. You will report to the Director of Support, Albert Ayala
- Work with the team to provide first-line support response to customers following quarterly timeliness and quality targets as defined by you as a manager
- Hire, Develop & retain top Technical Support Engineers in the team and build a fostering culture
- Responsible for setting and tracking KPIs for the team, both individually and team-level established by the Director of Support
- Drive performance tracking, performance analysis, and reviews quarterly/half yearly and keep the team performance high
- Build trust with the team, conduct 1:1s with the team & responsible for the career progression of TSEs
- Establish best practices throughout the technical support process
- Guide the implementation, continuous improvement, and documentation of new and existing support system policies, procedures, and processes
- Organize and oversee the schedules of the Technical Support Engineers
- Provided customer insights and feedback to engineering and product management to improve product offerings
- Maintain knowledge of Technical Support trends and alert Engineering and Product Management as necessary
- Based on CSAT survey results, follow up with customers and address tech support problem areas
- Assess technical skills, evaluate training needs, and develop ongoing training programs
- Promote the importance of effective customer service as a cultural cornerstone
- Manage key relationships with Sales, Engineering, and Product Management to align and deliver services to business requirements
- Maintain a deep understanding of our product and roadmap so TSEs can guide customers on product issues and reduce the number of escalations to Level 2 TSEs
- Educate customers on the most relevant features and functionality related to their requirements
- Maintain professionalism/confidentiality in escalated situations with customers
- Understand their customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal
- With an understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives
- Develop and nurture Abnormal Security champions within their customer’s organization who advocate for the platform based on their positive experience
- Partner with the Abnormal Security Engineering and Product leads along with CS Technical Leads to help drive down escalations and escalate trends and serious issues and help reduce the overall number of issues
- Monitor customer user trends to proactively identify risks and risk mitigation actions
- Coordinate internal actions through a “Path to Green” action plan and schedule customer calls to address issues and concerns and ensure all commitments are met
Our take
Fraud involving impersonation is one of the top causes of online financial crime. Criminal tactics like email account spoofing, where the criminal impersonates an official account to steal personal information or money, are rife. Abnormal Security is a startup aimed at handling these hyper-targeted and personalised email attacks by analysing communications and identifying potential fraud before it can take place.
The fraud detection space is extremely competitive but Abnormal Security differentiates itself through its focus on the threat of impersonation rather than a spectrum of threats. This has allowed it to amass a wealth of data relating specifically to high-risk impersonation attacks, analyzing over 45,000 signals to detect any anomalies.
Its specialised approach has fuelled rapid growth, leading to a $5B valuation after a Series D Funding round. Now, Abnormal plans to double down on product development and expand internationally, prioritising markets where data security laws necessitate a local presence. By staying focused on impersonation, Abnormal Security positions itself as a formidable force in the fight against online financial crime.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2024
$250m
SERIES D
May 2022
$210m
SERIES C
Total funding: $534m
Company benefits
- Healthcare
- Flexible PTO
- 401k
- One Medical
- Flexible Spending Account
- Mental Health Resources
- Home Office Stipend
- Monthly Internet & Phone Stipend
- Health and Wellness Stipend
Company HQ
Spring Valley, NV
Leadership
Evan Reiser
(Co-Founder & CEO)Having started their career as a Software Engineer, co-founded GamerNook.com, Bloomspot, and Adstack before spending 3 years at Twitter. Co-founded Abnormal Security in April 2018, and has been CEO since.
Sanjay Jeyakumar
(Co-Founder & CTO)Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.
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