Technical Support Engineer, Abnormal Security
$63.8-75k
Cloud email security platform
Be an early applicant
Cloud email security platform
501-1000 employees
Be an early applicant
$63.8-75k
501-1000 employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- The L1 TSE candidate comes with a successful track record of using strong technical expertise in the cybersecurity domain of a fast-paced, enterprise SaaS company to provide world-class, 24 x 7 globally available product support
- They should be passionate about helping customers in their time of need by going above and beyond in their craft
- 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
- Required: Strong written and spoken communication skills in English
- Required: Strong ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Required: Soft skills oriented towards driving customer success
- Strong analytical and organizational skills
- Advanced knowledge of case management systems and CRM’s
What the job involves
- Although relatively early in their career, with 2+ years relevant experience, they must have already shown the ability to effectively communicate with security professionals (e.g., SOC Analysts and management) and earn both industry and team-leading results for support case intake, along with response, update, and resolution SLA attainment
- This means detailed, timely, context-based responses to questions and reported issues that are tracked closely until full resolution and satisfaction is acknowledged by the customer
- They should also be adept at evaluating top themes across assigned tickets to help prioritize fixes with the biggest impact to decrease ticket load and improve CX across our client base
- 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
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 personalized email attacks by analyzing 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 specialized approach has fueled rapid growth, leading to a $4B valuation after a Serice C Funding round. Now, Abnormal plans to double down on product development and expand internationally, prioritizing 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
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
Yerba Buena, San Francisco, CA
Articles
Leadership
Evan Reiser
(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
(CTO)Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.
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