Technical Support Engineer (L1)

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 L1 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. This is a 100% remote role.

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, and 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.

• Collect information from customers necessary to understand and resolve their issue, either by attaching KB information, or escalation to next level Support

Who you are

• Knowledge of Windows/macOS/Linux software configuration, use, and basic troubleshooting.

• Comfortable working in a fast-paced, ever-changing environment, learning on the fly, and keeping track of supporting resources

• Knowledge of basic software debugging (Task Manager, Event Viewer, Sysinternal Tools, Command Line debugging and search tools for macOS and Linux)

• 3 years + experience in technical support

What you can count on

• Competitive start up salary and generous stock options

• (US Hires and FTE via Remote) 100% paid health benefits for you and your family

• Flexible time off

• Potential fast-tracked career advancement opportunities

• Experience building something from the ground up

At Cyberhaven, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company. With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate’s skills and experience, as well as market demands and internal parity. The estimated base salary for this role is $55k to $80k. This estimate can vary based on the factors described above, so the actual starting annual base salary may be above or below this range. This estimate is also just one component of Cyberhaven's total rewards package.

Cyberhaven is the AI-powered data security company revolutionizing how companies detect and stop the most critical insider threats to their most important data. We've raised over $140M from leading Silicon Valley investors like Khosla and Redpoint. Cyberhaven is also backed by founders, executives, and security leaders who have built transformational technologies at Crowdstrike, Nutanix, Palo Alto Networks, Meta, Google, Slack, and others.

Our company values are:

• Think Deeply and Use Sound Reasoning

• Step Up and Take Ownership

• Continuously Learn and Grow

• Obsess About Customers

• Enjoy the Journey

• Reach for Ambitious Goals

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.