Role Overview
Cyberhaven is seeking a Technical Support Engineer to join the team on a full-time, US Remote basis. This role is ideal for a motivated professional looking to help build out the technical support function while solving complex customer issues.
Key Responsibilities
Provide reliable directions in technical and non-technical terms to help customers resolve reported issues and guide proper platform usage.
Take full ownership of customer issues through initial troubleshooting, root cause identification, and resolution or escalation.
Identify and escalate priority matters that require immediate attention.
Collaborate closely with backline engineers to solve complex technical problems.
Meet or exceed customer expectations regarding response quality, timeliness, and overall customer satisfaction.
Act as an internal and external point of contact for customer escalations to ensure rapid resolution.
Gather information, attempt to reproduce reported behaviors, and document bugs with the engineering team.
Create process and troubleshooting documentation to improve the support knowledge base.
Partner with client stakeholders to understand data security risks and threats.
Work alongside the customer experience team to establish processes, reporting, and productivity metrics.
Requirements
2+ years of experience providing technical support for software solutions.
Deep technical background with hands-on experience supporting and troubleshooting security or endpoint technologies.
Ability to quickly learn new technologies.
Prior experience using Salesforce, JIRA, and GitHub.
Proven background in managing both internal and external stakeholders.
Experience working with complex endpoint data loss prevention solutions.
Ability to manage high-priority support requests and communicate customer requirements to development teams.
Proven track record of meeting customer service level agreement expectations.
Excellent analytical, creative, and logical problem-solving skills.
Strong customer-centric focus, empathy, and ability to remain calm during difficult situations.
Excellent written and verbal communication skills.
Ability to collaborate as part of a global team.
Skills and Tools
Salesforce
JIRA
GitHub
Endpoint and security technologies
SaaS security products
Complex endpoint data loss prevention solutions
Salary and Benefits
Annual salary range of $80,000 to $100,000 in USD.
Equal opportunity employer committed to creating a diverse environment.
About the Company
Cyberhaven is building data security solutions for the agentic enterprise by tracing the full lifecycle of data and adapting protection to changing contexts. The company is backed by $250 million from leading investors such as Khosla and Redpoint. Its leadership team features veterans who built industry-defining technologies at organizations including CrowdStrike, Palo Alto Networks, Meta, and Google.
How to Apply
Interested candidates should visit the official Cyberhaven careers page to submit an application.
