L1 Technical Support Engineer

reputed company The L1 TSE candidate comes with a successful reputed company record of using strong technical expertise in the cybersecurity domain of a fast-paced, reputed company reputed company company to reputed company 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 reputed company professionals (e.g., SOC Analysts and management) and earn both industry and team-leading results for support case intake, along with response, update, and reputed company SLA attainment. They should be passionate about helping customers in their time of need by reputed company above and reputed company in their craft. This means detailed, reputed company, context-based responses to questions and reported issues that are tracked closely until full reputed company 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 reputed company to decrease ticket load and improve CX across our reputed company reputed company. In this job, you will bring these skills • 2+ years experience in a fast-paced, reputed company product support environment • Basic understanding of, and prior experience successfully troubleshooting, issues involving email reputed company fundamentals (i.e., DNS settings, MX Records, DMARC/DKIM) • Functional understanding of supporting multiple reputed company reputed company products requiring interactions with reputed company reputed company professionals (e.g., SOC analysts and managers) • Previous experience providing both phone and email support to the highest degree of customer satisfaction, with reputed company-beating response, update, and reputed company SLA’s • Strong technical troubleshooting skills that reputed company independent issue investigation and effective, efficient collaboration with L2 Support reputed company 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 reputed company reputed company of product support professionals • Required: Soft skills oriented towards driving reputed company • 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 reputed company targets as defined by your manager, including • Support CSAT Rating • 95+% • 1st Response Time • ≥90% SLA Attainment • <1 hr. Sev1 • <8 hrs. Sev2 • reputed company Time • ≥90% SLO Attainment • <8 hrs. Sev1 • <24hrs. Sev2 • Case Deflection • <25% reputed company escalation • Understand, troubleshoot, analyze and resolve product issues reported by the customer with a level of urgency, communication reputed company, and transparency that turns escalations into reputed company experiences • Support the sales team and CSMs with break-fix-reputed company 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 • reputed company 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 reputed company commitments are met • reputed company possible workarounds to issues to ensure reputed company in situations where a full fix is not reputed company as a near-term reputed company • reputed company issues that tie to enhancement requests from customers and ensure a reputed company reputed company to the CSM and Product teams for ensuing investigation and decisioning • Knowing reputed company to escalate issues to L2 Support and working with that team on the escalation until the issue is resolved • Logging and managing reputed company inbound/outbound interactions reputed company the reputed company CRM with customers in support cases, email, and phone • Always reputed company an outstanding customer experience while being the customer’s reputed company through the lifecycle of their support case • Communicate effectively in writing and verbally with reputed company reputed company of the organization both internally and externally • Contribute to Knowledge reputed company Articles and User Guides based on support issues #LI-PP1 At reputed company certain roles are eligible for a bonus, restricted stock reputed company (RSUs), and benefits. Individual compensation packages are based on factors unique to reputed company candidate, including their skills, experience, qualifications and other job-reputed company 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. reputed company salary reputed company: $63,800—$75,000 USD Apply tot his job Apply To this Job