Security Support Engineer — SaaS Data Protection

Crane Venture Partners; California (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

Cyberhaven is seeking a Technical Support Engineer to join our team on the ground floor of building out a world-class support function. You will become an expert on our Data Detection and Response platform, own customer issues from initial troubleshooting to resolution, and collaborate with backline engineers to solve complex security and endpoint challenges.

You will engage with security and operations teams, communicate clearly, manage high-priority requests, and help develop our knowledge

Qualifications

• 2+ years of technical support experience for software solutions.
• Deep technical background with hands-on security/endpoint troubleshooting.
• Ability to learn new technologies quickly.
• Experience with Salesforce, JIRA and Github.
• Proven experience managing external/internal stakeholders.
• Experience with complex endpoint DLP solutions.
• Ability to manage high priority support requests and meet SLA.

Responsibilities

• Provide well-thought out and reliable directions to help customers solve reported issues.
• Take ownership of customer issues, including initial troubleshooting and root-cause analysis.
• Identify priority issues requiring immediate attention.
• Collaborate with backline engineers to solve complex issues.
• Meet or exceed customer expectations on response quality and timeliness.
• Serve as internal/external point of contact on escalations.
• Document bugs with Engineering and collect information to reproduce issues.
• Create process and troubleshooting documentation to enhance the knowledge base.
• Work with client resources to understand data security risks.
• Partner with CX to build reporting and metrics on productivity and satisfaction.

Skills

Technical support

Security knowledge

Endpoint troubleshooting

Customer empathy

SLA management

Problem solving

Communication

Stakeholder management

Tools

Salesforce

JIRA

Github

Job description

Cyberhaven is seeking a Technical Support Engineer to join our team on the ground floor of building out a world-class support function. You will become an expert on our Data Detection and Response platform, own customer issues from initial troubleshooting to resolution, and collaborate with backline engineers to solve complex security and endpoint challenges.

You will engage with security and operations teams, communicate clearly, manage high-priority requests, and help develop our knowledge