Cyberhaven - Escalation Engineer
Requirements
• 7+ 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). • 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. • AI Tools Disclosure:
Responsibilities
• 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 executive leadership to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction.
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