Analyze, troubleshoot and resolve complex technical issues reported by our customer base.
Reproduce customer issues to verify problems and document steps to replicate for the Engineering and Development teams.
Identify and escalate priority issues that need immediate attention, coordinating with our internal development teams and individual developers.
Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
Coordinate feedback to product management, development and operations teams.
Ability to build and maintain relationships with project stakeholders, including customers, team members, and senior management. Manage expectations and ensure stakeholder satisfaction.
Ensure alignment between customer objectives and project deliverables, managing cross-functional teams to achieve project goals.
Conduct regular check-ins with customers to ensure they are satisfied and to address any emerging concerns.
Monitor customer usage patterns and provide recommendations for optimizing their experience.
Stay up-to-date with industry trends and best practices to continually improve the level of service provided.
Develop and update knowledge base articles and support resources.

Requirements

4+ years of EDR/DLP endpoint experience required.
Expertise with DLP, Insider Threat and CASB solutions required.
Deep technical background, with hands-on experience in supporting and troubleshooting SaaS-based security and/or endpoint agent technologies.
3+ years of experience in a Technical Account Management, L2/L3 Technical Support, or a similar customer-facing technical role.
High level of organization and attention to detail, with the ability to manage multiple priorities and customer accounts simultaneously.
Strong organizational and planning skills to coordinate resources, set timelines, and track project progress.
Ability to create and maintain comprehensive project documentation, including project plans, timelines, and status reports.
Proven experience solving escalated technical customer issues.
Excellent verbal and written communication skills (English).
Practical knowledge of networking and security products and enterprise network infrastructure.
Deep knowledge of Windows, macOS, Linux (SCCM, GPO, Intune, registry configuration, understanding PowerShell scripts, MDM, app management, basic terminal skills etc.)
Familiarity with technologies that are adjacent to Cyberhaven in which we integrate, (SIEM, SOAR, UEBA) are desired.
Software debugging skills (reading logs, running diagnostic scripts, process management, reading and searching through Windows, macOS, Linux and Google Kubernetes Engine logs).
Knowledge of system software design (services, drivers, agents).

Benefits

Health insurance
401(k) matching
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

EDRDLPCASBSaaSWindowsmacOSLinuxPowerShellnetworkingsoftware debugging

Soft Skills

organizationattention to detailcommunicationrelationship buildingstakeholder managementproject managementproblem solvingcustomer satisfactioncoordinationplanning