Technical Support Engineer L3

Summary

Join Cyberhaven's growing Technical Support team as a Level 3 Technical Support Engineer. This 100% remote role offers a chance to build a function from the ground up. You will be responsible for providing technical support, troubleshooting issues, escalating complex problems, and collaborating with engineers. The ideal candidate possesses 5+ years of experience in technical support for software solutions, a deep technical background in security and/or endpoint technologies, and excellent communication skills. Cyberhaven offers competitive salaries, stock options, 100% paid health benefits, flexible time off, and potential for career advancement. This is an opportunity to make a significant contribution to a rapidly growing company.

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)
• Knowledge of Windows/macOS/Linux software configuration and deployment management (SCCM, GPO, Intune, etc.)
• Knowledge of basic software debugging (Task Manager, Event Viewer, Sysinternal Tools)
• Advanced use of grep, regex, log scraping in command line, etc
• Knowledge of system software design (services, drivers, agents)
• Ability to interpret complex log files and identify issues

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

• 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