Security SaaS Support Engineer

Cyberhaven; San Francisco (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Cyberhaven is seeking a Technical Support Engineer to join our fast-growing team in San Francisco. You will own customer issues from initial troubleshooting to resolution, collaborate with engineering, and communicate complex security concepts in clear terms.

The ideal candidate thrives in a high-growth SaaS security environment and maintains a strong customer focus while working with global teams. You will build expertise on Cyberhaven’s Data Detection and Response platform, support security

Qualifications

• 2+ years experience in providing technical support to customers for software solutions.
• Deep technical background with hands-on support/troubleshooting of security and/or endpoint technologies.
• Ability to learn new technologies quickly and work with cross-functional teams.
• Experience with Salesforce, JIRA and GitHub and managing stakeholders.
• Experience working with complex endpoint DLP solutions and meeting customer SLA expectations.

Responsibilities

• Provide reliable directions in technical and non-technical terms to help customers solve issues.
• Take ownership of customer issues, troubleshoot, identify root cause, and resolve or escalate.
• Identify and escalate high-priority issues requiring immediate attention.
• Collaborate with backline engineers to solve complex issues and document bugs.
• Maintain strong customer experience with timely, quality responses and effective communication.
• Act as contact on escalations and coordinate with clients to resolve issues expediently.
• Document troubleshooting steps and contribute to a knowledge base.
• Understand customers' data security risks and threats and communicate requirements.

Skills

Technical support

Security solutions

Endpoint troubleshooting

Customer communication

Tools

Salesforce

JIRA

GitHub

Job description

Cyberhaven is seeking a Technical Support Engineer to join our fast-growing team in San Francisco. You will own customer issues from initial troubleshooting to resolution, collaborate with engineering, and communicate complex security concepts in clear terms.

The ideal candidate thrives in a high-growth SaaS security environment and maintains a strong customer focus while working with global teams. You will build expertise on Cyberhaven’s Data Detection and Response platform, support security