Technical Support Engineer
Cyberhaven · Remote · US Remote · SF Bay Area · San Jose · California · Seattle ·
COMPENSATION
$80k – $100k
Listed on the employer's job board (Ashby)
- Technical Support Engineer
- SaaS Security Product
- Endpoint DLP Focus
- Global Remote Team
- 2+ Years Experience
Join Cyberhaven as a Technical Support Engineer to help build out the technical support function for their Data Detection and Response platform. You will act as the primary point of contact for customers, resolving complex technical issues related to data loss prevention and endpoint security while collaborating with internal engineering teams.
What you'll do
- Provide technical guidance to customers for issue resolution and platform usage
- Own customer issues from initial troubleshooting to root cause identification
- Escalate priority issues and collaborate with backline engineers on complex cases
- Reproduce reported behaviors and document bugs for the Engineering team
- Create and maintain process and troubleshooting documentation for the knowledge base
- Work with stakeholders to understand data security risks and threats
- Contribute to building support processes, reporting, and metrics with the CX team
What you'll need
- At least two years of experience providing technical support for software solutions
- Deep technical background in supporting security or endpoint technologies
- Experience working with complex endpoint Data Loss Prevention (DLP) solutions
- Proficiency with Salesforce, JIRA, and Github
- Proven ability to manage external and internal stakeholders effectively
- Strong problem-solving skills with the ability to remain calm under pressure
- Excellent written and verbal communication skills for global collaboration
Stack
- Salesforce
- JIRA
- Github
How you'll work
- Fully remote position within a global team
- Reports to the Director of Support
- Fast-paced, high-growth environment