Technical Team Lead (Customer Support) ( US-East Coast remote)

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 world’s 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.

Learn more at www.anomali.com

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 form. Anomali 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 Bachelor's 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 individual's 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 at [email protected].

Compensation Transparency

$110,000 - $125,000 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 candidate. In addition to base pay, this position is eligible for benefits, and may be eligible for a bonus and/or equity.