L1 Technical Support Engineer

About You 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

Role Responsibilities + Deliverables

• 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
• ≥90% SLA Attainment
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