Escalation Engineer

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 Escalation Engineer 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 end to end AI Data Security 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. WHAT YOU’LL DO - 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. WHO YOU ARE - 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.Ability to work closely with a development team to communicate customer requirements. - 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). Joining Cyberhaven is a chance to revolutionize data security. Traditional tools fall short, but we’ve reimagined protection with AI-enabled data lineage that analyzes billions of workflows to understand data, detect risk, and stop threats. Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, alongside experts driven to help customers protect their most valuable information. Cyberhaven is co