Escalation Engineer

Cyberhaven

Escalation Engineer at Cyberhaven providing expert support for their AI Data Security platform. Collaborating with engineers and customers to resolve complex technical issues.

Posted 6/25/2026full-timeRemote • 🇲🇽 MexicoSeniorLeadWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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).

Benefits

Comp & perks

Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingsecurity technologiesendpoint technologiesdata securityDLP solutionsproblem-solvinganalytical abilitiesdocumentationcustomer SLA management

Soft Skills

customer empathycommunication skillscollaborationcreativitylogical thinkingmotivationcalmness under pressurearticulationownershiprelationship building