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Cyberhaven is seeking a Technical Support Engineer to build out its support function for its Data Detection and Response platform. You'll be the first line of support for enterprise customers, taking ownership of technical issues from initial troubleshooting through resolution or escalation to engineering. The role requires deep technical expertise in security and endpoint technologies, with hands-on experience supporting SaaS-based security products.
Key responsibilities include providing clear technical guidance to security and customer operations teams, troubleshooting complex endpoint DLP issues, identifying and escalating priority problems, collaborating with backend engineers on difficult cases, and maintaining high customer satisfaction on response quality and timeliness. You'll also document bugs for the product team, build internal knowledge base resources, and work with the broader customer experience team to establish support processes and metrics.
You'll need 2+ years of technical support experience for software solutions, with particular depth in security and/or endpoint technologies. Hands-on experience with complex endpoint DLP solutions is preferred. Proficiency with Salesforce, JIRA, and GitHub is expected. Strong problem-solving abilities, excellent communication skills (especially phone support), and the ability to manage high-priority requests and meet SLA expectations are essential. You should be customer-centric, able to remain calm under pressure, and comfortable working with global teams and cross-functional stakeholders.
Cyberhaven is a well-funded ($250M) data security company backed by Khosla and Redpoint, with a team including leaders from CrowdStrike, Palo Alto Networks, Meta, and Google. The company focuses on protecting data workflows in the age of AI, adapting protection to changing context rather than forcing users to work around security tools. This role reports to the Director of Support and offers the opportunity to shape the future of data security while working with industry veterans.
