Sr. Technical Support Engineer

Published date Posted on Indeed on May 11, 2022 (16 d ago)

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 Sr. Technical Support Engineering candidate is passionate about technology, is always curious, and driven to delight customers. This person will interact directly with our customers to provide advanced software technical support as well as assisting our front line team on cases they are trying to solve. The daily work includes regular updating of technical support cases to record progress of open issues, hosting Zoom sessions with customers to diagnose reported problems, interacting with our Development and Operations’ teams for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced technical support position where you will act as an SME in a broad range of topics. A true problem solver, you will take personal ownership in overseeing and solving the most complex issues reported by our customer base and in conjunction, 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 proven experience with a Saas based security product touching the endpoint arena. 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 Head of Customer Success.

What you’ll be doing:

  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers solve escalated cases that come from front-line support

  • Take ownership of escalated customer issues, perform troubleshooting, identification of root cause and issue resolution or escalation/collaboration with Development

  • 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 or troubleshooting documentation in the support knowledge base.

  • Work with client resources and stakeholders to understand their data security risks and threats

  • Work closely with the Head of Customer Experience to build process, reporting, and metrics that will showcase Support productivity and client satisfaction.

  • Act as an SME for select technical skills, making yourself available to provide guidance and mentoring to Level 1 Product Support Engineers, CSM’s, etc. in a positive and effective way

  • Lead by example technically, professionally, and in dedication

Who you are:

  • 6+ years experience in providing technical support to customers for security software solutions

  • Experienced deep technical background, with hands-on experience in supporting and troubleshooting security and endpoint technologies.

  • Ability to learn new technologies quickly

  • Experience using help desk software and remote support tools

  • Proven experience with managing external and internal stakeholders

  • Experience working with modern IT systems and public cloud infrastructure

  • Ability to manage high priority support requests

  • Experience in working closely with a development team to liaise with customer escalations

  • 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

What you should have:

  • Familiarity with technologies that are adjacent to Cyberhaven in which we integrate, (SIEM,SOAR,UEBA) and supporting capabilities to troubleshoot integration ( REST API, python experience, etc.) are desired

  • Knowledge of Windows software configuration and deployment management (SCCM, GPO, Intune, Airwatch, Jamf, etc.)

  • Strong understanding of security threats

  • Knowledge of basic software debugging (Task Manager, Event Viewer, Procmon,Procexp,xperf,windbg,Fiddler)

  • Understanding of MacOS management

  • Knowledge of system software design (services, drivers, agents,Event Tracing for Windows)

  • 5+ years of experience in supporting large enterprise customers

  • Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO

  • Familiarity with DLP, Encryption gateways,Insider Threat and CASB solutions is desirable.

  • Demonstrable experience with systems installation, configuration and administration of MacOs and Windows based systems (prior Active Directory/LDAP experience desirable)

  • Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).

  • Familiarity with cloud apps and services

  • Strong empathy for customers AND passion for revenue and growth

  • Excellent communication and interpersonal skills required, with a passion for the cloud and related new technologies.

  • Prior experience working with Zendesk, Github, SFDC, Notion or other support portal tools is desirable

What you can count on:

  • Remote-friendly culture

  • Competitive start up salary and generous stock options

  • 100% paid health benefits for you and your family

  • Flexible time off

  • Potential fast-tracked career advancement opportunities

  • Experience building something from the ground up

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