Technical Support Engineer Level 2

About Abnormal Security

Abnormal Security is defining the next generation of email security defense. Our platform uses machine learning and artificial intelligence to baseline communication content, user identity, and behavioral signals in real-time and at scale in order to detect the abnormalities of email attacks.

Customers love us because we consistently detect and stop what everyone else in the market can’t -- advanced attacks that have never been seen before -- and we do so with beautiful user interfaces and best-in-industry customer support.

Our veteran team has built some of the most enduring machine learning platforms at leading companies including Google, Proofpoint, Twitter, Pinterest, Amazon, Microsoft, and Expanse. We are located in San Francisco, New York City, and Salt Lake City.

What You'll Do:

• The Technical Support Engineer is an interface between the customer and both the company and product
• A level 2 engineer is the primary escalation point for L1 support
• Understand, troubleshoot, analyze and resolve product issues reported by the customer
• Support the sales team and CSMs with break-fix-related activities that require product expertise and knowledge
• Handle advanced break-fix cases
• Prioritize tasks and accurately document the nature of the reported problem
• Provide case status and next steps to the customer according to defined support offering and associated SLA’s
• Manage Jira and Salesforce Backlog
• Schedule customer calls as necessary to address case issues, concerns and ensure all commitments are met
• Provide possible workarounds to issues to ensure customer success
• 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
• Achieve goals including KPI’s established by the support manager
• 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

Job Qualifications:

• 4+ years’ experience in an enterprise product support environment
• Basic understanding of email security fundamentals (i.e. MX Records)
• Functional understanding of supporting a security SaaS product
• Previous experience providing phone and email support
• Strong technical troubleshooting skills
• Experience with Internet and networking 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 towards driving customer success
• Strong analytical and organizational skills
• Experience with case management systems and CRM’s

More About Abnormal Security

Abnormal Security is defining the next generation of email security defense. Our platform uses machine learning and artificial intelligence to baseline communication content, user identity, and behavioral signals in real-time and at-scale in order to detect the abnormalities of email attacks. Customers love us because we consistently detect and stop what everyone else in the market can’t -- advanced attacks that have never been seen before -- and we do so with beautiful user interfaces and best-in-industry customer support.

Our veteran team has built some of the most enduring machine learning platforms at leading companies including Google, Twitter, Pinterest, Amazon, Microsoft, and Expanse. We are located in San Francisco, CA, New York, NY, and Lehi, UT.

Our company is growing - we’re on the Forbes AI 50, selected as a Gartner 2020 Cool Vendor, and our customer base includes multiple Fortune 500 companies.

Abnormal Security is committed to creating a diverse work environment. All qualified applicants will receive consideration without regard to race, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status