Technical Support Engineer

About You

The Level 2 Technical Support Engineer is the primary interface between the Level 1 Support Team, CS, and Engineering teams at Abnormal Security. They are responsible for triaging escalated cases internally and driving resolution in collaboration with Abnormal’s engineering, escalation management, and product teams. Level 2 TSEs investigate and troubleshoot issues and make suggestions for process and product improvements. 

This Level 2 role will have a special emphasis on leading a team of Support detection subject matter experts to triage and escalate customer-reported product false negatives and false positives. They will be Support’s most direct contact to Abnormal’s Detection Engineering and Product teams. Their primary duties will include driving detection improvements, responding to and mitigating customer incidents, and improving upon existing escalation processes. 

This person is responsible for providing case status and next steps to the customer and Level 1 support according to defined support offerings and associated SLAs. They will provide possible workarounds to issues to ensure customer success. Communicate effectively in writing and verbally with all levels of the organization both internally and externally. Logging and managing all inbound/outbound interactions using a CRM with customers in support cases, email, chat, and phone. Identifying, creating, revising, and publishing internal and public-facing product solutions based on common questions and issues. 

In this job, you will bring these skills

• 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 towards driving customer success and satisfaction

Role Responsibilities + Deliverables

• 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 Cusotmer 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.