Technical Support Engineer

Cyberhaven
United States, San Francisco, San Jose, California, Seattle
Workplace: RemoteFull timeUSD 80,000 - 100,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Problem-solving","Analytical thinking","Customer empathy","Communication","Stakeholder management"]

Join the early Technical Support team to help customers succeed with a data detection and response (D.R.) security platform. You’ll troubleshoot issues end to end, identify root causes, and collaborate with backline engineers to resolve escalations. Become an expert in how the platform interacts with customer endpoints and DLP workflows, reproduce and document bugs, and create support documentation while meeting SLA and response-quality expectations.

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FursaFursa
Cyberhaven
Cyberhaven
5 days ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 minutes agoStatus: Live

Job Summary

Join the early Technical Support team to help customers succeed with a data detection and response (D.R.) security platform. You’ll troubleshoot issues end to end, identify root causes, and collaborate with backline engineers to resolve escalations. Become an expert in how the platform interacts with customer endpoints and DLP workflows, reproduce and document bugs, and create support documentation while meeting SLA and response-quality expectations.
Location: United States, San Francisco, San Jose, California, Seattle
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide technical and non-technical guidance to help customers solve reported issues and use the platform correctly.
  • •Own customer issues through troubleshooting, root-cause identification, resolution, or escalation.
  • •Escalate priority issues requiring immediate attention and coordinate with backline engineers on complex cases.
  • •Collect and document information, reproduce reported behavior, and file bugs with Engineering for product-impacting issues.
  • •Create support process and troubleshooting documentation and collaborate with CX to build reporting and metrics for support productivity and customer satisfaction.

Pay and Benefits

Salary: USD 80,000 - 100,000 annually

Key Requirements

  • •2+ years providing technical support to customers for software solutions.
  • •Hands-on technical background supporting and troubleshooting security and/or endpoint technologies.
  • •Experience with Salesforce, JIRA and GitHub.
  • •Experience working with complex endpoint DLP solutions and high-priority support requests.
  • •Proven ability to meet customer SLA expectations and manage internal/external stakeholders.
Experience:2+ yearsSaaSSecurityEndpoint technologiesDLP
Skills:Problem-solvingAnalytical thinkingCustomer empathyCommunicationStakeholder management
Tech Stack:SalesforceJIRAGitHubDLP

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
Glassdoor: 3.7
WebsiteLinkedInGlassdoor