Escalation Engineer

Responsibilities

• Provide technical and non-technical directions to help customers solve reported issues and guide platform use
• Take ownership of customer issues including troubleshooting, root cause identification, and resolution or escalation
• Identify and escalate priority issues requiring immediate attention
• Collaborate with backline engineers to solve complex issues
• Meet or exceed customer expectations regarding response quality and timeliness
• Serve as internal and external point of contact for customer escalations
• Reproduce reported behavior and document bugs with Engineering
• Create troubleshooting documentation for the support knowledge base
• Work with stakeholders to understand data security risks and threats
• Assist leadership in building processes, reporting, and metrics for support productivity

Requirements

• 7+ years of experience providing technical support for software solutions
• Deep technical background in supporting and troubleshooting security or endpoint technologies
• Experience with Salesforce, JIRA, and GitHub
• Experience working with complex endpoint DLP solutions
• Proven experience managing external and internal stakeholders
• Proven experience meeting customer SLA expectations
• Excellent problem-solving, analytical, and communication skills
• Ability to work as part of a global team and remain calm under pressure

About the Company

Cyberhaven is revolutionizing data security with AI-enabled data lineage that analyzes billions of workflows to understand data, detect risk, and stop threats. Backed by $250M from leading investors, our team includes leaders from industry-defining companies like CrowdStrike, Palo Alto Networks, Meta, and Google.