Cyberhaven
We protect important data other tools can’t see, from threats they can’t detect, across technologies they can’t control.
DLP • data protection • insider threat • data tracing • data lineage
51 - 200
Sr. Manager/Director, Technical Support
August 28
🏢 In-office - Bay Area
Cyberhaven
We protect important data other tools can’t see, from threats they can’t detect, across technologies they can’t control.
DLP • data protection • insider threat • data tracing • data lineage
51 - 200
Description
• Lead and mentor a team of technical support engineers, fostering a culture of continuous learning, collaboration, and excellence. • Oversee the day-to-day operations of the technical support team, ensuring timely and effective resolution of customer issues. • Act as the primary point of contact for escalated customer issues, working to resolve complex problems and ensure customer satisfaction. • Develop and implement processes and best practices to enhance the efficiency and effectiveness of the support team. • Work closely with the engineering, product, and customer success teams to provide feedback on product performance and customer needs. • Track and analyze support metrics, identifying trends and areas for improvement, and report findings to senior leadership. • Create and deliver training programs for the support team to ensure they are equipped with the latest knowledge and skills.
Requirements
• 7+ years of experience in technical support, with at least 3 years in a leadership role, preferably at the Sr. Manager or Director level. • Strong understanding of cybersecurity products, data security, and hosted software solutions. • Excellent analytical and troubleshooting skills, with the ability to think critically and solve complex issues. • Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. • A customer-centric mindset with a passion for delivering exceptional service. • Proven ability to lead, motivate, and develop a high-performing team. • Ability to work effectively across departments and with various stakeholders. • Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
Benefits
• 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
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