技术支持工程师
Technical Support Engineer
## 关于职位
这是为一位积极进取的人士提供的绝佳机会，随着Cyberhaven构建技术支援职能，你将有机会从早期阶段参与其中。技术支援工程师候选人对技术充满热情，始终保持好奇心，并致力于让客户满意。你是一个真正的解决问题者，会亲自负责将问题解决到底，或在必要时与世界上最优秀的工程师们协作并进行升级。你将成为Cyberhaven数据检测与响应平台的专家，了解它如何与客户所使用的所有终端进行交互，并理解客户如何在整个组织中减少数据泄露威胁。
理想情况下，你能够与安全和客户运营团队进行交流。你必须具备扎实的技术能力，以客户为中心，并且有基于SaaS的安全产品的经验。具备主动进取的意愿，能够自主处理并解决客户问题，并热爱在快节奏、高增长的环境中工作是关键。该职位向支持总监汇报。
## 你将负责的工作
- 用技术性和非技术性语言提供深入且可靠的指导，帮助客户解决报告的问题，并指导他们正确使用我们的平台。
- 负责客户问题，包括初步排查、识别根本原因以及问题解决或升级。
- 识别并升级需要立即关注的优先级问题。
- 与我们的后台工程师建立良好的关系，并协作解决复杂问题。
- 在响应质量、响应及时性和整体客户体验方面达到或超越客户期望。
- 作为客户升级的内部和外部联系人，确保客户问题得到尽快解决。
- 收集信息，尝试重现报告的行为，并将影响客户的软件问题记录下来供工程团队处理。
- 创建流程和故障排除文档，以增强我们的支持知识库。
- 与客户资源和利益相关者合作，了解他们的数据安全风险和威胁。
- 与更广泛的客户体验（CX）团队紧密合作，制定流程、报告和指标，以展示支持部门的生产力和客户满意度。
## 你是什么样的人
- 2年以上为客户提供软件解决方案技术支持的经验
- 深厚的技术背景
查看英文原文
## About the Role
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. The Technical Support Engineer 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.
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. This role reports to the Director of Support.
## What you’ll be doing
- 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.
- 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 broader CX team to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction.
## Who you are
- 2+ 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).
Joining Cyberhaven means joining the team building Data Security for the Agentic Enterprise. Traditional tools fall short. Cyberhaven traces the full lifecycle of your data, adapting protection to changing context, so protection moves with the way people actually work, not against it. AI Changed Work. We Protect It.
Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, working alongside people driven to protect workflows, not just data, for customers who cannot afford to slow down to stay safe.
**AI Tools Disclosure:** As part of Cyberhaven's hiring process, we use recruiting tools that include AI-powered features to help with tasks like scheduling, note-taking, workflow automation, and other recruiting activities ("AI Tools"). The AI Tools may process information you provide during the application and interview process. When AI-assisted interview note taking is used, candidates are notified in advance and have the option to opt out of the AI-assisted interview note taking.
_Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status._