Customer Support Engineer - Specialist Tier 2

Anomali, Dallas, TX

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Company Description
Anomali delivers earlier detection and identification of adversaries in your organization’s network by making it possible to correlate tens of millions of threat indicators against your real time network activity logs and up to a year or more of forensic log data. Anomali’s approach enables detection at every point along the kill chain, making it possible to mitigate threats before any material damage to your organization has occurred.
It is the Customer Care Support Specialist’s responsibility to drive customer adoption of Anomali solutions into their environment. Customer success is achieved by driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, education of product capabilities and engaging in other professional services as necessary. He/she provides guidance/direction to customers on how to best get value from Anomali products. He/she will be required to maintain strong working relationships with other Anomali customer facing personnel in the Sales, Services, Marketing, Engineering, and Product Management teams. 

·       Complete understanding of the Anomali products
·       Triage and Respond to customer support requests (email, phone, web-portal) as 2nd Tier
·       Proper ticket escalation routing
·       Develop FAQs, HOW-TOs, and other support documentation
·       Understand customer level of adoption of the Anomali products/services by performing Customer Success Evaluations/Surveys
·       Derive and disseminate best practices to help drive customer adoption of Anomali products and services
·       Provide product feedback to product management based on field experiences
·       Acquire complete command of Anomali products (TS6, ThreatStream Link, Integrations)
·       Work with the customers to ensure they are leveraging the solution and achieving success 
·       Integrate Anomali with 3rd-Party applications (ArcSight, Splunk, QRadar, etc.)
Required Skills/Experience
·       B.S. or B.A. College Degree
·       Strong project management skills
·       Strong Application / Operating System / Networking troubleshooting skills
·       Strong verbal and written communication skills
·       Strong technical background and ability to work with engineers, developers and end users
·       Knowledge of enterprise level businesses and inner IT workings

Technical Skills
·       Microsoft Windows Server 2003/2008/2012,
·       Mac OS X,
·       Linux (Red Hat, CentOS, Fedora, Ubuntu or Debian); Building, using and maintaining virtual machines (VMWare ESX)
·       TCP/IP Networking (including troubleshooting)
·       Experience in support ticket management.

About Anomali

Anomali helps organizations find and respond to cyber threats. That's our mission. We bring to your security team the one thing that's been missing - external context. With Anomali you can now identify suspicious or malicious traffic before it even reaches your network. We turn threat intelligence into your cyber no-fly list, and seamlessly integrate this with your internal security and IT systems.


Want to learn more about Anomali? Visit Anomali's website.