About the role
About
the Role This is an excellent opportunity for a highly motivated individual to join Cyberhaven at an early stage as we build our backline escalation function. You are passionate about technology, naturally curious, and driven to exceed customer expectations. As a true problem solver, you take personal ownership of resolving issues or, when necessary, escalate and collaborate with some of the world’s most talented software engineers. You will develop expertise in Cyberhaven’s reimagined DLP and Insider Threat platform, gaining a deep technical understanding of its inner workings and learning how our customers use it to mitigate data loss threats across their organization. You must feel comfortable communicating with Security, IT, and customer operations teams, as well as the Cyberhaven development teams. Technical depth, a strong client focus, and experience with SaaS-based security products and endpoint agents (e.g., Windows, macOS, and Linux) are required. As a Technical Account Manager, you must have the initiative to take ownership of and resolve customer issues while thriving in a fast-paced, high-growth environment. You will provide valuable feedback to the engineering team to improve the debugging process and become a trusted resource for them, all while managing critical objectives and customer expectations for rapid turnaround. A strong background in supporting EDR or DLP tools in an L2/L3 or Escalation Engineer role is highly desirable. What You’ll Do 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.
