Technical Support Engineer L1

Summary

Join Cyberhaven's growing Technical Support team as a Level 1 Technical Support Engineer. This remote position is perfect for a highly motivated technology enthusiast passionate about customer satisfaction. You will be responsible for troubleshooting and resolving customer issues, escalating complex problems, and collaborating with other engineers. Experience with SaaS-based security products and strong technical skills are essential. Cyberhaven offers competitive compensation, including stock options, comprehensive health benefits, flexible time off, and opportunities for career advancement.

Requirements

• Knowledge of Windows/macOS/Linux software configuration, use, and basic troubleshooting
• Comfortable working in a fast-paced, ever-changing environment, learning on the fly, and keeping track of supporting resources
• Knowledge of basic software debugging (Task Manager, Event Viewer, Sysinternal Tools, Command Line debugging and search tools for macOS and Linux)
• 3 years + experience in technical support

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, and 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
• Collect information from customers necessary to understand and resolve their issue, either by attaching KB information, or escalation to next level Support

Preferred Qualifications

• Ideally, you will be comfortable speaking with security and customer operation teams
• Having the desire to take initiative, own and resolve customer issues, and love working in a fast paced, high growth environment is key

Benefits

• Competitive start up salary and generous stock options
• (US Hires and FTE via Remote) 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