Senior Technical Support Engineer at Cyberhaven

C
Cyberhaven

Senior Technical Support Engineer

in flag
India

Remote

Full Time

#Support

#Cyber Security

#Technical Support

#Troubleshooting

#Salesforce

#Jira

#GitHub

#Endpoint Security

#Problem Solving

Cyberhaven is looking for a Senior Technical Support Engineer

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We are looking for a Senior Technical Support Engineer to join our team in India. At Cyberhaven, we are revolutionizing data security through our AI-enabled data lineage platform, which analyzes billions of workflows to stop threats and protect sensitive information. With over $250 million in backing from top-tier investors and a team of veterans from companies like CrowdStrike and Google, we offer you the chance to help us build a world-class support function from the ground up.

Responsibilities

  • Provide clear, reliable guidance to customers to help them resolve technical issues and maximize the value of our platform.
  • Take full ownership of customer inquiries, from initial troubleshooting and root cause analysis to final resolution or escalation.
  • Collaborate closely with our backline engineering team to address complex technical challenges.
  • Maintain high standards for response quality and timeliness to ensure an exceptional customer experience.
  • Document product bugs and reproduce reported behaviors to assist our engineering team in improving the platform.
  • Develop internal troubleshooting guides and knowledge base articles to streamline our support processes.
  • Partner with the Head of Customer Experience to establish metrics and reporting that track support productivity and client satisfaction.

Must-haves

  • At least 2 years of experience providing technical support for software solutions.
  • A strong technical background with hands-on experience troubleshooting security or endpoint technologies.
  • Proficiency with Salesforce, Jira, and GitHub.
  • Proven experience working with complex endpoint DLP solutions.
  • Excellent problem-solving skills and the ability to remain calm and articulate during high-pressure situations.
  • Strong communication skills in English, with the ability to explain technical concepts to both technical and non-technical stakeholders.
  • Location in Bangalore, India.

Benefits

  • Full-time, remote work environment.
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Cyberhaven

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