The ad says“Experience working with complex endpoint DLP solutions”
The ad says“Deep technical background, with hands-on experience in supporting and troubleshooting security and/or endpoint technologies”
The ad says“Experience with Salesforce, JIRA and Github”
The ad says“Experience with Salesforce, JIRA and Github”
The ad says“Excellent problem-solving and analytical abilities with creative and logical thinking”
The ad says“Ideally, you will be comfortable speaking with security and customer operation teams. You must have technical depth, be client obsessed, and experience with a Saas based security product. Having the desire to take initiative, own and resolve customer issues, and love working in a fast paced, high growth environment is key”
The ad says“Experience with Salesforce, JIRA and Github”
The ad says“Deep technical background, with hands-on experience in supporting and troubleshooting security and/or endpoint technologies”
The ad says“Proven experience in meeting customer SLA expectations”
The ad says“Proven experience with managing external and internal stakeholders”
This is an ideal opportunity for a highly motivated individual to get in on the ground floor as we build out our Technical Support function at Cyberhaven
A true problem solver, you will take personal ownership in seeing a problem through to resolution or escalating and collaborating with some of the most talented engineers in the world
You will become an expert on Cyberhaven’s Data Detection and Response platform, understand how it interacts with all the endpoints our customers interact with, and understand how our customers are trying to reduce data loss threats across the organization
This role reports to the Director of Support
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 broader CX team to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction
Benefits
Remote-friendly culture
Potential fast-tracked career advancement opportunities
Flexible time off
100% paid health benefits for you and your family
Preferred experience
Experience working with complex endpoint DLP solutions
Proven experience with managing external and internal stakeholders
Excellent problem-solving and analytical abilities with creative and logical thinking
Proven experience in meeting customer SLA expectations
Ideally, you will be comfortable speaking with security and customer operation teams. You must have technical depth, be client obsessed, and experience with a Saas based security product. Having the desire to take initiative, own and resolve customer issues, and love working in a fast paced, high growth environment is key
Strong problem-solving abilities (especially over the phone)
The Technical Support Engineer L2 candidate is passionate about technology, is always curious, and driven to delight customers
Deep technical background, with hands-on experience in supporting and troubleshooting security and/or endpoint technologies
Ability to manage high priority support requests.Ability to work closely with a development team to communicate customer requirements
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
Ability to learn new technologies quickly
Excellent written and verbal communication skills
Experience with Salesforce, JIRA and Github
2+ years experience in providing technical support to customers for software solutions
