Technical Support Engineer, Cyberhaven
+ Stock Options
Data detection & response platform
Open for applications
Data detection & response platform
101-200 employees
Open for applications
+ Stock Options
101-200 employees
Company mission
To safeguard the flow of data in the digital economy so that creators maintain ownership and attribution of their work.
Role
Who you are
- 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
- Ideally, you will be comfortable speaking with security and customer operation teams
- You must have technical depth, be client obsessed, and experience with a SaaS based security product
- Having the desire to take initiative, own and resolve customer issues, and love working in a fast paced, high growth environment is key
- 5+ years experience in 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 with managing external and internal stakeholders
- Experience working with complex endpoint DLP solutions
- Ability to manage high priority support requests.Ability to work closely with a development team to communicate customer requirements
- 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
- Strong problem-solving abilities (especially over the phone)
- Knowledge of Windows/macOS/Linux software configuration and deployment management (SCCM, GPO, Intune, etc.)
- Knowledge of basic software debugging (Task Manager, Event Viewer, Sysinternal Tools)
- Advanced use of grep, regex, log scraping in command line, etc
- Knowledge of system software design (services, drivers, agents)
- Ability to interpret complex log files and identify issues
What the job involves
- The Technical Support Engineer L3 candidate is passionate about technology, is always curious, and driven to delight customers
- A true problem solver, you will take personal ownership in seeing a problem through to resolution or escalating and 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
- Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues and guide them on proper use of our platform
- Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation
- Identify and escalate priority issues that need immediate attention
- This role reports to the Director of Support, and is a 100% remote role
- 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 and troubleshooting documentation to enhance our 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 processes, reporting, and metrics that will showcase Support productivity and client satisfaction
Our take
Cyberhaven is a data detection and response (DDR) platform, blending risk management, cloud access security, and traditional DLP solutions to provide enterprises with robust data protection. As the landscape of data handling evolves, Cyberhaven's SaaS solution offers visibility into sensitive data across cloud and on-premises environments, disrupting the DLP industry.
Founded in 2016, Cyberhave has seen accelerated growth under the leadership of CEO Howard Ting, a marketing veteran. Recent strategic hires from McAffee and Microsoft bolster its senior management team, enhancing its capability to innovate in data protection. With ongoing advancements in its technology, Cyberhaven aims to solidify its position as a premier data security partner in the market.
Cyberhaven recently raised $88M in a Series C funding round. This funding, driven by a 200% increase in new bookings, underscores investor confidence in Cuberhaven's data protection innovations, fueling its expansion of products, global reach, and advancement in data lineage technology and AI capabilities.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2024
$88m
SERIES C
Dec 2021
$33m
SERIES B
Total funding: $138.4m
Company benefits
- Remote-friendly culture
- 100% paid health benefits for you and your family
- Flexible time off
- Potential fast-tracked career advancement opportunities
Company values
- Research for ambitious goals: We’re not afraid of setting bold, audacious goals and are maniacally focused on achieving them. We strive to push the boundaries of what's possible and come up with creative solutions that make a real impact. We believe that breakthrough innovation is key to us successfully shaping a better tomorrow for all
- Think deeply and use sound reasoning: We start with first principles and work hard to deeply understand how things work. We’re direct with colleagues and have vigorous intellectual debates. Good ideas can come from anyone, regardless of their job title, and we make decisions on the merits of the argument and never based on politics
- Step up and take ownership: We take ownership, not just of our projects, but for the overall success of the company – identifying what’s holding us back and proactively making improvements. We put the team’s success above our own self interest and share knowledge openly. We are a little bit insecure and paranoid and do whatever it takes to ensure success
- Continuously learn and grow: Everyone is driven to continuously learn and improve, whether they’re just starting their career or a seasoned expert in their field. We actively create opportunities for people to take on new challenges and grow professionally
- Obsess about customers: We listen to our customers to understand their businesses intimately so we can solve their biggest problems. In everything we do that touches customers, we exceed their expectations for quality and reliability. When something urgent happens, we drop everything to help them
- Enjoy the journey: Building a great company isn’t enough, we also want to have fun along the way. We’re serious when it matters but also enjoy working together and joking around. We demonstrate we care about others and recognize them for their contributions and accomplishments
Company HQ
Evergreen Park, Palo Alto, CA
Articles
Leadership
Howard Ting
(CEO, Not Founder)Joined Cyberhaven as CEO in 2020 after serving as the CMO at Redis Labs, ZScaler, and Nutanix.
Vitaly Chipounov
(Co-Founder)Doctor of Philosophy and Computer Science at Ecole Polytechnique Fédérale de Lausanne, where they built S²E – a platform for multi-path in-vivo analysis of complex software systems. They turned this into commercial software at Cyberhaven.
Cristian Zamfir
(Co-Founder)Computer Science PhD at Ecole Polytechnique Fédérale de Lausanne. Inventor of Execution Synthethis, a celebrated method which automates the debugging of concurrent software.
Volodymyr Kuznetsov
(Co-Founder & CTO)Doctor of Philosophy and Computer Science at Ecole Polytechnique Fédérale de Lausanne, where they researched ways of using program analysis and instrumentation to solve cyber security problems.
Radu Banabic
(Co-Founder)Obtained a PhD from Ecole Polytechnique Fédérale de Lausanne, after developing tools and approaches that automatically find bugs and vulnerabilities in large systems such as Apache HTTP, MySQL, BIND, or PBFT. Won the IBM PhD Fellowship Award for this research.
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