Cyberhaven
Technical Support Engineer
About this role
Join Cyberhaven's growing Technical Support team as a Technical Support Engineer to deliver expert assistance on their Data Detection and Response platform. You'll troubleshoot complex security and endpoint issues for SaaS customers, collaborate with engineering teams, and own customer problems from diagnosis through resolution in a fast-paced, high-growth environment.
What you'll do
- Provide technical guidance to customers on issue resolution and platform usage
- Own customer support tickets from troubleshooting through root cause analysis and escalation
- Identify and escalate high-priority issues requiring immediate attention
- Collaborate with engineering teams to resolve complex technical problems
- Reproduce and document bugs for the product engineering team
- Create and maintain support documentation and knowledge base content
What they're looking for
- Technical support for security and endpoint software
- Endpoint DLP solution troubleshooting
- Salesforce, JIRA, and Github
- Problem-solving and analytical thinking
- Stakeholder management and communication
- Ability to learn new technologies quickly
- Phone support and customer communication
- SLA management
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Cyberhaven
Cyberhaven builds an AI-powered data security platform designed to protect organizational data. The company is hiring Solutions Engineers to support sales teams through pre-sales processes, deliver product demonstrations, and manage technical evaluations for mid-market and SMB customers.
- Website
- cyberhaven.com
Likely interview questions
- Can you describe your experience troubleshooting endpoint security technologies and how you've diagnosed complex issues?
- Tell us about a time you worked with a development team to communicate customer requirements—how did you approach it?