Escalation Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver clear and dependable guidance in both technical and non-technical language to assist clients in resolving reported issues and to instruct them on the effective use of our platform.

• Take responsibility for customer concerns, including initial troubleshooting, determining the root cause, and achieving resolution or escalation as necessary.

• Recognize and elevate priority issues that require immediate intervention.

• Establish strong relationships with our backline engineers and work collaboratively to address intricate issues.

• Aim to meet or surpass customer expectations regarding response quality, speed of replies, and overall experience.

• Act as the primary contact for both internal and external parties regarding customer escalations, ensuring swift resolution of customer issues.

• Gather relevant information, attempt to replicate reported behaviors, and document bugs with the Engineering team for product issues affecting customers.

• Develop process and troubleshooting documentation to improve our support knowledge base.

• Collaborate with client resources and stakeholders to assess their data security risks and threats.

• Work closely with executive leadership to establish processes, reporting, and metrics that highlight Support productivity and client satisfaction.

⛳️ Requirements

• Over 7 years of experience providing technical support to customers for software solutions.

• Strong technical background, with practical experience in supporting and troubleshooting security and/or endpoint technologies.

• Quick learner of new technologies.

• Familiarity with Salesforce, JIRA, and Github.

• Proven ability to manage relationships with both external and internal stakeholders.

• Experience with complex endpoint DLP solutions.

• Capacity to handle high-priority support requests effectively.

• Demonstrated success in meeting customer SLA expectations.

• Exceptional problem-solving and analytical skills, combining creativity with logical thinking.

• Highly motivated, customer-focused individual with strong empathy for clients.

• Ability to function as part of a global team while remaining calm, composed, and articulate in challenging customer situations.

• Outstanding written and verbal communication skills.

• Strong problem-solving skills, particularly in phone interactions.

🏝️ Benefits

• Cyberhaven is dedicated to fostering a diverse environment and is an equal opportunity employer.