Technical 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

About The Role

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. The Technical Support Engineer candidate is passionate about technology, is always curious, and driven to delight customers. 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.

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. This role reports to the Director of Support.

What you’ll be doing

• 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.

Who you are

• 2+ years experience in providing technical support to customers for software solutions
• Deep technical background, with hands-on experience in supporting and troubleshooting security and/or endpoint technologies.
• Ability to learn new technologies quickly.
• Experience with Salesforce, JIRA and Github.
• Proven experience with managing external and internal stakeholders.
• Experience working with complex endpoint DLP solutions.
• Ability to manage high priority support requests.Ability to work closely with a development team to communicate customer requirements.
• Proven experience in meeting customer SLA expectations.
• Excellent problem-solving and analytical abilities with creative and logical thinking.
• 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.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities (especially over the phone).

Joining Cyberhaven means joining the team building Data Security for the Agentic Enterprise. Traditional tools fall short. Cyberhaven traces the full lifecycle of your data, adapting protection to changing context, so protection moves with the way people actually work, not against it. AI Changed Work. We Protect It.

Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, working alongside people driven to protect workflows, not just data, for customers who cannot afford to slow down to stay safe.

AI Tools Disclosure

As part of Cyberhaven's hiring process, we use recruiting tools that include AI-powered features to help with tasks like scheduling, note-taking, workflow automation, and other recruiting activities ("AI Tools"). The AI Tools may process information you provide during the application and interview process. When AI-assisted interview note taking is used, candidates are notified in advance and have the option to opt out of the AI-assisted interview note taking.

Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.