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Technical Account Manager



IT, Sales & Business Development
Posted on Saturday, June 1, 2024

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 backline escalation function at Cyberhaven. You are passionate about technology, 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 software engineers in the world. You will develop expertise in Cyberhaven's Data Detection and Response platform, gaining a deep technical understanding of its inner workings, and learning how our customers utilize it to mitigate data loss threats throughout their organizations.

You must be comfortable speaking with Security, IT, and customer operations teams as well as the Cyberhaven development teams. You must have technical depth, be client obsessed, and have experience with Saas-based security products and endpoint agents (e.g. Windows, macOS and Linux). As a Technical Account Manager, it is essential to have the initiative to take ownership of and resolve customer issues while thriving in a fast-paced, high-growth environment. You will offer valuable feedback to the engineering team to enhance the debugging process and become a trusted resource for them, while managing key objectives and customer expectations for a quick turnaround. ..

A strong background in supporting EDR or DLP tools as an L2/L3 or Escalation Engineer is highly desirable.

You will be reporting to the Head of Customer Experience.

What you’ll be doing:

  • 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.

What you should have:

  • 7+ years of EDR/DLP endpoint t experience required.

  • Expertise with DLP, Insider Threat and CASB solutions required.

  • Deep technical background, with hands-on experience in 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 a similar customer-facing technical role.

  • High level of organization and attention to detail, with the ability to manage multiple priorities and customer accounts simultaneously.

  • 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 etc.)

  • Familiarity with technologies that are adjacent to Cyberhaven in which we integrate, (SIEM, SOAR, UEBA) are desired.

  • Software debugging skills (reading logs, running diagnostic scripts, process management, reading and searching through Windows, macOS, Linux and Google Kubernetes Engine logs).

  • Knowledge of system software design (services, drivers, agents).

What you can count on:

  • Remote-friendly culture

  • Competitive start up salary and generous stock options

  • 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've raised over $52M from leading Silicon Valley investors (Vertex, Costanoa and Redpoint). Cyberhaven is also backed by founders, executives, and security leaders who have built transformational technologies at Nutanix, Palo Alto Networks, Facebook, Google, Slack, Akamai, Cloudera, AsterData and others. We have strong demand for our product from the world’s largest companies and we are growing fast. 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.