L1 Technical Support Engineer

Abnormal Security Corp.; United States; Remote; USD 63,000 - 75,000; Full time

Job summary

An innovative cybersecurity company is seeking a passionate L1 Technical Support Engineer to join their dynamic team. This role is crucial in delivering exceptional product support, ensuring customer satisfaction through effective communication and technical troubleshooting. The ideal candidate will thrive in a fast-paced environment, leveraging their skills to resolve issues related to email security and SaaS products. With a commitment to continuous learning and a supportive culture, this position offers a unique opportunity to grow within a rapidly expanding organization. Join a team dedicated to protecting the modern workplace from evolving threats and be part of a mission-driven company that values your contributions.

Benefits

Flexible PTO

100% Healthcare Coverage

Equity Options

Remote Work Opportunities

Paid Holidays

Qualifications

• 2+ years in enterprise product support with a focus on cybersecurity.
• Strong written and spoken English communication skills.
• Experience with case management systems.

Responsibilities

• Provide first-line support to customers, ensuring timely responses.
• Analyze and resolve product issues with urgency and clarity.
• Document and track customer interactions in Salesforce.

Skills

Technical Troubleshooting

Email Security Fundamentals

Customer Support

Analytical Skills

Communication Skills

Team Collaboration

Education

Bachelor's Degree in a related field

Tools

Salesforce CRM

Job description

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. 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.

They should be passionate about helping customers in their time of need by going above and beyond in their craft. 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.

In this job, you will bring these skills

• 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
• 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
• <1 hr. Sev1
• <8 hrs. Sev2
• <8 hrs. Sev1
• <24hrs. Sev2
• Case Deflection
• 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

#LI-PP1

At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.

Base salary range:

$63,800 — $75,000 USD

Export Compliance Notice:

This position involves access to technology that is subject to the U.S. Export Administration Regulations (EAR). As a result, candidates offered employment must be eligible to access controlled technology under U.S. export control laws. Employment in this position is conditioned on the availability of government authorization.The Company may delay commencement of employment, rescind an offer of employment, terminate employment, as Company deems appropriate, in order to ensure compliance with applicable government access control restrictions. As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards. Abnormal AI is committed to protecting your privacy. Please review our Abnormal AI Applicant Privacy Policy for full information about how Abnormal AI uses your personal information. By submitting an application you confirm that you have read and understand the Abnormal AI Applicant Privacy Policy .

About Abnormal AI

We're one of the world's fastest growing cybersecurity companies, on a mission to protect the modern workplace from the most pressing threats. Our AI-native technology was built from the ground up to tackle forward-looking security challenges, and our team works with bleeding-edge technology to keep our customers and their people safe as attacks grow ever more sophisticated.Our team is what makes us successful, which is why we're committed to a culture of learning, ownership, and high performance, where you'll have the opportunity to accelerate your growth and unlock excellence with the support of talented colleagues.

Taking care of our team goes beyond the office. Our compensation and benefits philosophy is designed to put attract, motivate, and retain top talent: Competitive Compensation We pay competitively to attract, reward, and retain top talent in the market

Equity is an important part of our total comp strategy

When the company does well, we all do well. Equity is an important and exciting part of our total compensation strategy as a pre-IPO startup. We’re guided by the belief our team members should share in the financial success of our company and grant equity accordingly.

Flexible PTO

All regular salaried team members enjoy flexible PTO. We want team members to grow with us, and a big part of that is making sure our team has the opportunity to rest and recharge. We also observe 12 paid holidays every year.

Generous Healthcare Coverage for You and Your Family

Taking care of our team goes beyond the office. In the US, we cover 100% of employee health care premium costs, and up to 100% for dependents, depending on the plan. Internationally, we offer similarly generous coverage, customized to each country in which we operate.

Fully Distributed Workforce

Operating as a globally-distributed, majority remote company means we get to work with talented folks, no matter where they live. We prioritize a balance of deep focus time with Zoom meetings, and regular in-person events.As a fast growing startup, we continuously review, improve, and personalize our benefits offerings based on the team’s input. Don’t see something that’s important to you? Let us know!

Our Interview Process

We value transparency at Abnormal, and our interview process is no exception.

Inclusion Matters

Abnormal 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.

Privacy Policy

Learn more about Abnormal's Privacy Policy here .

We have been made aware that there are potential scammers posing as Abnormal AI recruiters. Please ensure that any communication you have with our recruitment team comes from an official Abnormal email domain. Your safety and privacy are important to us, and we will never request sensitive personal information outside of our secure application process. Thank you for helping us maintain a secure and trustworthy application experience. Should you encounter what you believe to be a scamming attempt at any time in your recruiting process, please let us know at [e-mail]