Technical Support Engineer

About the Role

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

What you’ll do:

• Responsible for providing first line support response to customers in accordance with quarterly timeliness and quality targets as defined by your manager, including:
  • 95+%
  • ≥90% SLA Attainment         
  • <1 hr. Sev1
  • <8 hrs. Sev2
  • ≥90% SLO Attainment  
  • <8 hrs. Sev1
  • <24hrs. Sev2
  • <25% ENG escalation
• Support CSAT Rating
• 1st Response Time
• Resolution Time
• 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

Must have

• 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 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
• 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
• Advanced knowledge of case management systems and CRM’s

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