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Customer Service
Technical Support Engineer
@Abnormal Security
[Hiring] Technical Support Engineer @Abnormal Security
Apr 07, 2025 - Abnormal Security is hiring a remote Technical Support Engineer. đź’¸ Salary: unspecified. đź“ŤLocation: Australia.
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Role Description
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.
- Lead a team of subject matter experts focused on detecting false negatives and false positives reported by customers.
- Act as the primary liaison between the Support team and Abnormal’s Detection Engineering and Product teams.
- Drive detection improvements and respond to customer incidents.
- Enhance existing escalation processes.
- Update customers and the Level 1 Support team on case status and next steps.
- Provide possible workarounds to ensure customer success.
- Log and manage all inbound and outbound interactions using a CRM system.
- Identify, create, revise, and publish internal and public-facing product solutions based on common questions and issues.
Qualifications
- 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 (i.e., 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.
Requirements
- Handle advanced break-fix cases and 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.
- Track issues/enhancements from customers and do a proper hand-off to other members of the team.
- Know when to escalate issues and work with the teams on the escalation until the issue is resolved.
- Log and manage 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
- 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.
Benefits
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| đź“Ť | Be aware of the location restriction for this remote position: Australia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Australia
|
|
Job Type
unspecified
|
Posted
Apr 07, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Australia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
