Technical Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cyberhaven

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $33M Series B on 2021-12

Cybersecurity • SaaS • Enterprise

Cyberhaven is a company specializing in data security and insider risk management solutions. They offer a comprehensive data detection and response platform designed to detect and stop insider threats and data exfiltration. Cyberhaven's unique approach includes data lineage technology, which traces data from its origin to better understand and classify it, ensuring it remains protected across different platforms and situations. This technology enables businesses to stop the unauthorized flow of important data through various channels such as cloud, web, email, and removable storage. With a focus on cloud data security, insider risk management, and data loss prevention, Cyberhaven's solutions empower companies to safeguard their critical information and accelerate internal investigations.

📋 Description

• Provide well-thought-out and reliable directions in technical and non-technical terms to help customers solve reported issues and use the platform properly • Take ownership of customer issues, including initial troubleshooting, root-cause identification, resolution, or escalation • Identify and escalate priority issues requiring immediate attention • Build rapport with backline engineers and collaborate on complex issues • Meet or exceed customer expectations for response quality, timeliness, and overall customer experience • Serve as internal and external point of contact on customer escalations and ensure expedient resolution • Collect information, reproduce reported behavior, and document customer-impacting bugs with Engineering • Create process and troubleshooting documentation for the support knowledge base • Work with client resources and stakeholders to understand data security risks and threats • Collaborate with the broader CX team to build processes, reporting, and metrics showcasing Support productivity and client satisfaction • Report to the Director of Support

🎯 Requirements

• 2+ years experience providing technical support to customers for software solutions • Deep technical background with hands-on experience 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 • Ability to work closely with a development team to communicate customer requirements • Proven experience meeting customer SLA expectations • Excellent problem-solving and analytical abilities with creative and logical thinking • Highly motivated, customer-centric, with 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

🏖️ Benefits

• Base salary of $80K–$100K • Equity • Bonus plan • Market-competitive compensation with geo-based adjustments • AI-assisted interview note taking with advance candidate notification and opt-out option