Cyberhaven is seeking a Technical Account Manager to build our backline escalation function. In this role, you will become an expert in our Data Detection and Response platform, working directly with customer Security, IT, and Engineering teams to resolve complex technical issues and serve as a trusted advisor in a fast-paced, high-growth environment.
What You'll Do
- Analyze, troubleshoot and resolve complex technical issues reported by customers.
- Reproduce customer issues to verify problems and document steps to replicate for Engineering and Development teams.
- Identify and escalate priority issues that need immediate attention, coordinating with internal development teams.
- Serve as internal and external point of contact on customer escalations and ensure expedient resolution.
- Coordinate feedback to product management, development and operations teams.
- 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 goals.
- Conduct regular check-ins with customers to ensure satisfaction and address 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 service.
- Develop and update knowledge base articles and support resources.
What We're Looking For
- 7+ years of EDR/DLP endpoint experience.
- Expertise with DLP, Insider Threat and CASB solutions.
- Deep technical background with hands-on experience supporting and troubleshooting SaaS-based security and/or endpoint agent technologies.
- 3+ years of experience in a Technical Account Management, L2/L3 Technical Support, or similar customer-facing technical role.
- High level of organization and attention to detail, with ability to manage multiple priorities and customer accounts.
- Strong organizational and planning skills to coordinate resources, set timelines, and track project progress.
- Ability to create and maintain comprehensive project documentation, including project plans, timelines, and status reports.
- Proven experience solving escalated technical customer issues.
- Excellent verbal and written communication skills (English).
- Practical knowledge of networking and security products and enterprise network infrastructure.
- Deep knowledge of Windows, macOS, Linux (SCCM, GPO, Intune, registry configuration, understanding PowerShell scripts, MDM, app management, basic terminal skills).
- Software debugging skills (reading logs, running diagnostic scripts, process management, reading/searching through Windows, macOS, Linux and Google Kubernetes Engine logs).
- Knowledge of system software design (services, drivers, agents).
Nice to Have
- Familiarity with technologies adjacent to Cyberhaven (SIEM, SOAR, UEBA).
Technical Stack
- SaaS security products
- Endpoint agents (Windows, macOS, Linux)
- EDR tools
- DLP tools
- SIEM, SOAR, UEBA
- Google Kubernetes Engine
Team & Environment
You will be building the backline escalation function at Cyberhaven.
Benefits & Compensation
- Competitive Salary & Stock Options
- Great Benefits via Cigna
- 401k via Fidelity
- Flexible paid time off
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.
