Technical Support Engineer

Cyberhaven; Seattle (WA); On-site; USD 90,000 - 150,000; Full time

Job summary

Cyberhaven is seeking a Technical Support Engineer to join our team in Seattle and help shape the future of our Data Detection and Response platform. You will own customer issues end-to-end, perform initial troubleshooting, and collaborate with world-class engineers to deliver fast, effective solutions.

You will become an expert on our platform, learn how it interacts with customer endpoints, and help reduce data loss threats across organizations.

Qualifications

• 2+ years of experience 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 managing external and internal stakeholders.
• Experience working with complex endpoint DLP solutions.
• Ability to manage high priority support requests and communicate requirements to a development team.
• Proven experience meeting customer SLA expectations.
• Excellent problem-solving and analytical abilities with creative and logical thinking.
• Highly motivated, customer-centric, with strong empathy.

Responsibilities

• Provide well-thought-out and reliable directions to help customers solve issues and guide them on proper use of our platform.
• Take ownership of customer issues, including initial troubleshooting, root-cause analysis and resolution or escalation.
• Identify and escalate priority issues needing immediate attention.
• Collaborate with backline engineers to solve complex issues.
• Meet or exceed customer expectations on response quality and timeliness.
• Serve as point of contact on escalations and ensure expedient resolutions.
• Document bugs with Engineering and collect information for reproduction.
• Create troubleshooting docs to enhance the support knowledge base.
• Work with client resources to understand data security risks and threats.
• Help build processes, reporting, and metrics for CX productivity and client satisfaction.

Skills

Technical support

Security/endpoint tech

SLA management

Stakeholder management

Customer empathy

Communication

Tools

Salesforce

JIRA

Github

Job description

About this job

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.

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 escalation 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.