Senior Technical Support Engineer

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 giants like CrowdStrike, Palo Alto Networks, Meta, and Google.

Responsibilities

• Provide technical and non-technical guidance to help customers solve reported issues and use the platform effectively
• Take ownership of customer issues from initial troubleshooting and root cause identification to resolution or escalation
• Identify and escalate priority issues requiring immediate attention
• Collaborate with backline engineers to solve complex technical issues
• Meet or exceed customer expectations regarding response quality, timeliness, and overall experience
• Document bugs with Engineering and create troubleshooting documentation for the knowledge base
• Work with stakeholders to understand data security risks and threats
• Partner with the Head of Customer Experience to build support processes, reporting, and metrics

Requirements

• 2+ 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 ability to manage high-priority support requests and meet SLA expectations
• Strong problem-solving, analytical, and communication skills
• Ability to work effectively within a global team
• Must be located in Bangalore, India