Cyberhaven · 2 days ago

Technical Support Engineer (L3)

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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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 Head of Customer Experience to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction.

Qualification

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Technical SupportSecurity TechnologiesSaaS ProductsSalesforceJIRAGitHubEndpoint DLP SolutionsWindows ConfigurationMacOS ConfigurationLinux ConfigurationSoftware DebuggingLog Interpretation