Technical Support Engineer

Summary

Join Cyberhaven's growing Technical Support team as a Technical Support Engineer L2. This remote role requires a passion for technology, problem-solving skills, and a dedication to customer satisfaction. You will become an expert in Cyberhaven's Data Detection and Response platform, troubleshooting issues, and collaborating with engineers. You will manage customer escalations, create documentation, and work with stakeholders to understand data security risks. The ideal candidate has 5+ years of technical support experience in software solutions, a deep technical background in security and endpoint technologies, and experience with Salesforce, JIRA, and Github. This position offers a competitive salary, benefits, and opportunities for career advancement.

Requirements

• 5+ years experience in providing technical support to customers for software solutions
• Deep technical background, with hands-on experience in supporting and troubleshooting security and/or endpoint technologies
• Ability to learn new technologies quickly
• Experience with Salesforce, JIRA and Github
• Proven experience with managing external and internal stakeholders
• Experience working with complex endpoint DLP solutions
• Ability to manage high priority support requests
• Ability to work closely with a development team to communicate customer requirements
• Proven experience in meeting customer SLA expectations
• Excellent problem-solving and analytical abilities with creative and logical thinking
• Highly motivated, customer-centric person, strong customer empathy and focus
• Ability to work as part of a global team
• Ability to remain calm, composed and articulate when dealing with tough customer situations
• Excellent written and verbal communication skills
• Strong problem-solving abilities (especially over the phone)

Responsibilities

• Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues and guide them on proper use of our platform
• Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation
• Identify and escalate priority issues that need immediate attention
• Build an excellent rapport with our backline engineers and collaborate on solving complex issues
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Collect information, attempt to reproduce reported behavior, and document bugs with Engineering for product issues that are impacting customers
• Create process and troubleshooting documentation to enhance our support knowledge base
• Work with client resources and stakeholders to understand their data security risks and threats
• Work closely with the Head of Customer Experience to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction

Benefits

• Base salary range: $80k-100k, bonus and stock options
• 100% paid health benefits for you and your family
• Flexible time off
• Potential fast-tracked career advancement opportunities
• Experience building something from the ground up