About the Role

At Abnormal Security, we are on a thrilling mission to safeguard the world's largest enterprises against a vast range of relentless email and collaboration application cyber security attacks. Our relentless pursuit involves crafting an exceptional suite of products that empowers customers to seamlessly visualize, expertly control, and fearlessly combat cyber-security threats.

In the role of Email Security Analyst Team Manager at our organization, you will lead a team of analysts responsible for detecting and resolving customer-reported email security threats and issues with exceptional quality and speed, exceeding SLA expectations, and ensuring a top-tier customer experience.

With your extensive experience in building and growing organizations in dynamic, enterprise-level cyber security environments, you will be instrumental in scaling our detection response capabilities. This role necessitates an entrepreneurial mindset, adaptability for a startup's pace, and the ability to balance structured processes with adaptability to meet evolving business and customer needs.

What you will do

Your primary objective will be to expand and refine our customer detection response processes to enhance service levels, customer satisfaction, resolution times, and cost-effectiveness. Success in this role hinges on your proven track record of developing and optimizing response playbooks, implementing efficient escalation procedures, measuring SLAs, and continuously enhancing team efficiency and effectiveness. Your commitment to improving the operational performance of our detection analysts will enable us to not only meet but surpass customer expectations and satisfaction levels.

Must Haves

• Experience
• Experience in leading support/service/engineering teams
• Strong experience with Email Security, Security, Cloud Security technologies and products
• Experience in building and scaling a team.
• Communication Skills
• Excellent written & verbal communication skills, can quickly, accurately and clearly communicate with team members & stakeholders.
• Strong written, spoken, and presentation skills, including creating customer-facing materials such as RCA’s or COE’s
• Technical Proficiency
• Solid understanding of common email attacks, phishing techniques, email signals
• Strong technical troubleshooting skills that enable independent issue investigation and effective, efficient collaboration with Engineering and Product organizations when necessary (e.g., bug fixes and enhancements)
• Can effectively earn trust and credibility from a diverse set of Engineering, Product, and Design team members
• Teamwork & Leadership
• Able to accurately assess interview candidate qualifications, and hire top talent.
• Can pull in detection engineers for help, clearly communicate with them, and convey the root issues we are seeing with a particular set of FNs or FPs
• Actively mentoring & influencing others
• Responsible for setting and tracking KPIs for the team, both individually and team-level
• Customer Obsession
• Customer-service oriented with a problem-solving attitude

Nice to Have

• MS degree in Computer Science, Electrical Engineering or other related engineering field
• Experience with big data, statistics and Machine Learning
• Experience with algorithms and optimization

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