Technical Team Lead (Customer Support) ( US-East Coast remote)
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Job Location:
Washington D.C., MD - USA
Monthly Salary:
$ 110000 - 125000
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Company Overview
Anomali is headquartered in Silicon Valley and is the Leading AI-Powered Security Operations Platform that is modernizing security operations. At the center of it is an omnipresent intelligent and multilingual Anomali Copilot that automates key workflows and empowers your team to deliver critical threat insights to leadership in seconds.
Anomali unifies ETL SIEM XDR SOAR and the worlds largest repository of global intelligence into a single cloud-native platform that improves detection speeds investigations and reduces costs at scale.
Do more with less. Be Different. Be the Anomali.
The Opportunity:
The Anomali Support team is currently searching for a dynamic and resourceful US Technical Team Lead to engage with customers and Anomali employees to resolve customer issues. This individual will focus on establishing relationships by identifying needs and developing strategic action and communications plans that address customer issues. The incumbent will be joining a team that provides world-class technical customer support to enterprise customers and partners while working with other geographical units to ensure that customer satisfaction is met in every is a fast-paced company with enormous growth potential for your career. Once you take command learn the products and show your success there will be many opportunities within the company to grow!
Key Responsibilities:
o Serving as an advocate for the customer and presenting a professional and pleasant image of the product/service and company.
o Ensuring escalations are resolved in a manner that restores or enhances customer satisfaction.
o Performing post escalation follow-up with the customer and internal teams (i.e. Engineering Support CSM Sales etc.) to improve the process and to avoid repetitive occurrences.
o Coaching the Support team - Implementing methodologies to improve resolution efficiency managing customer perceptions and building strong internal relationships.
o Assisting the VP of support with projects and development of the team - Testing new solutions to improve performance/productivity of the team.
o Make sure tickets are assigned to Support Engineers and that Customer Support ticket handling procedures are followed.
o Facilitating backlog reduction through collaboration with senior resources development and product management teams.
o Working with support leadership to equitably share in the distribution of open cases escalation of problems and scheduling of holidays and vacations.
o Providing leadership and facilitating open communication between Technical Support Engineers within the group and other departments within the company
o Command of common support systems; SFDC/SDFC Service Cloud/Confluence/Jira
Required Skill/Experience:
o A minimum of 2 years management or team leadership experience and strong team-building skills are required
o Bachelors degree within a related discipline (CS EE Security) or an additional 3 years of relevant work experience in lieu of degree
o Minimum 8 years previous experience interfacing with customers in a technical support capacity
o US Citizenship in support of FedRamp and federal clients
o Strong Application / Operating System / Networking troubleshooting skills
o Knowledge of enterprise level businesses and inner IT workings
o Technical experience in Python coding SOAR automation Cyber Threat Intelligence analysis or SIEM integration.
o Deep technical expertise with Linux (RH Ubuntu and Rocky) as well as Window OS to include command line installation and troubleshooting.
o Strengths in virtualization with VMware/ ESX
o One or more of the following: STIX/TAXII protocols API scripting SSO SSL or FIPS/cyper.
o Experience with Confluence Jira and Sales/Service Cloud (SFDC/SDFC) or comparable tool required
o Experience with at least one of the following: Elastic Splunk IBM QRadar Microsoft Sentinel Google Chronicle Sumologic Devo Exabeam MS Defender CrowdStrike Palo Alto or comparable SIEM security operations platform
o On call rotation supporting global customer base. (one week/quarter)
o Strong interpersonal skills and a desire to provide exceptional customer support in escalated situations
o The ability to learn quickly and think creatively to help your team is paramount.
o Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
o Positive attitude patience understanding dedication and commitment
o Potential travel of up to 25%
o Location:Remote East Coast (mid-atlantic preferred) USA
o ServiceNow experience preferred
Equal Opportunities Monitoring
It is our policy to ensure that all eligible persons have equal opportunity for employment and advancement on the basis of their ability qualifications and aptitude. We select those suitable for appointment solely on the basis of merit without regard to an individuals disability race religion sex age or sexual orientation. Monitoring is carried out to ensure that our equal opportunity policy is effectively implemented.
If you are interested in applying for employment with Anomali and need special assistance or accommodation to apply for a posted position contact our Recruiting team atemailprotected.
Compensation Transparency
$110000 - $125000 USD
Please note that the annual base salary range is a guideline and for candidates who receive an offer the base pay will vary based on factors such as work location as well as knowledge skills and experience of the addition to base pay this position is eligible for benefits and may be eligible for a bonus and/or equity.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
Anomali is a security and IT operations platform harnessing the power of AI to deliver breakthrough threat detection, visibility, and cyber exposure management.
