Offer summary
Qualifications:
4+ years in enterprise product support, Advanced understanding of email security, Experience with detection issue triage, Knowledge of IT and Security Operations, Familiarity with case management systems.
Key responsabilities:
- Serve as primary escalation point for Level 1 support, interface with Engineering
- Handle advanced break-fix cases, manage escalated Jiras from Level 1
- Provide case status updates per SLA/SLO thresholds to customers
- Support Sales and Deployment teams on complex issues
- Track customer issues/enhancements for hand-off and resolution