Cyberhaven

4 weeks ago

Escalation Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Join Cyberhaven as an Escalation Engineer on the Technical Support team. You’ll own complex customer issues, troubleshoot security/endpoint SaaS products, collaborate with backline engineers, and help shape the support knowledge base while ensuring high SLA performance in a fast-growing data security platform environment.

Location: Mexico

Workplace: Remote

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•Provide clear directions in technical and non-technical terms to help customers solve reported issues and guide them on proper use of the platform.
•Own customer issues from initial troubleshooting to resolution or escalation, including root-cause analysis.
•Identify and escalate priority issues requiring immediate attention.
•Collaborate with backline engineers to solve complex issues and document learnings for the knowledge base.
•Meet or exceed customer expectations on response quality, timeliness, and overall experience.

Key Requirements

•7+ 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:7+ yearsSecuritySaaSCybersecurity

Skills:Problem-solvingCommunicationCustomer empathyTeam collaborationTime management

Languages:English

Tech Stack:SalesforceJIRAGithubEndpoint securityDLPSaaS

Company Brief

Cyberhaven

Cyberhaven provides AI-powered data security (Data Detection & Response) that traces data lineage to detect, prevent, and investigate data loss, insider risk, and AI-related data exposures across cloud, endpoints, and SaaS applications.

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Palo Alto, United States

Founded: 2016

Glassdoor: 3.7

Website LinkedIn Glassdoor

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Cyberhaven

4 weeks ago

Escalation Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Mexico

Workplace: Remote

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•Provide clear directions in technical and non-technical terms to help customers solve reported issues and guide them on proper use of the platform.
•Own customer issues from initial troubleshooting to resolution or escalation, including root-cause analysis.
•Identify and escalate priority issues requiring immediate attention.
•Collaborate with backline engineers to solve complex issues and document learnings for the knowledge base.
•Meet or exceed customer expectations on response quality, timeliness, and overall experience.

Key Requirements

•7+ 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:7+ yearsSecuritySaaSCybersecurity

Skills:Problem-solvingCommunicationCustomer empathyTeam collaborationTime management

Languages:English

Tech Stack:SalesforceJIRAGithubEndpoint securityDLPSaaS

Company Brief

Cyberhaven

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Palo Alto, United States

Founded: 2016

Glassdoor: 3.7

Website LinkedIn Glassdoor