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Posted:2 weeks ago| Platform: 
On-site
Full Time
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 ≥90% SLO Attainment <25 % (e.g., (i.e., 1st 2+ a ability according accurately activities address advanced advocate all always an analysts analytical analyze and are articles as associated base based basic being benchmark-beating both break-fix-related bug by calls case cases, clarity, closure collaborate, collaboration commitments communicate communication concerns, contribute coordinate crm crm’s csat csm csms customer customer-verified customers customer’s decisioning defined deflection degree dkim) dmarc dns document driving effective, effectively efficient email email, enable eng enhancement enhancements) ensuing ensure enterprise environment escalate escalation escalations experience experiences expertise externally fast-paced, fix fixes for from full functional fundamentals guides handoff have highest in inbound independent interactions internally internet into investigation involving issue issues issues, knowing knowledge l2 less< level levels lifecycle live logging management managers) managing met more multiple must mx nature near-term necessary networking next not of of, offering on option organization organizational oriented our outbound outstanding p phone positive possible previous prior prioritize problem product products professionals proper provide providing rating records, reported requests require requiring resolution resolve resolved response response, saas sales salesforce satisfaction, schedule settings, sfdc) show situations skills sla’s soc soft spoken status steps strong success successfully support supporting systems team teams technical technologies tenable that the their through tie time to towards track tracking transparency troubleshoot, troubleshooting troubleshooting, turns understand, understanding until update, urgency, user verbally via when where while with within workarounds working writing written years>
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