Cyberhaven Inc.
Sr. Manager/Director, Technical Support
Cyberhaven Inc., San Jose, California, United States, 95199
About Cyberhaven:Joining Cyberhaven offers a unique opportunity to be at the forefront of revolutionizing data protection through cutting-edge AI technology. Cyberhaven is dedicated to overcoming the challenges faced by traditional data security products, ensuring robust protection of critical data against insider threats in a rapidly evolving work environment.Position Overview:We are seeking an experienced Sr. Manager or Director of Technical Support to join our growing team at Cyberhaven. In this role, you will be responsible for leading our technical support team, ensuring that our customers receive exceptional service and support.Key Responsibilities:Team Leadership:
Lead and mentor a team of technical support engineers, fostering a culture of continuous learning, collaboration, and excellence.Customer Support:
Oversee the day-to-day operations of the technical support team, ensuring timely and effective resolution of customer issues.Escalation Management:
Act as the primary point of contact for escalated customer issues, working to resolve complex problems and ensure customer satisfaction.Process Improvement:
Develop and implement processes and best practices to enhance the efficiency and effectiveness of the support team.Collaboration:
Work closely with the engineering, product, and customer success teams to provide feedback on product performance and customer needs.Reporting:
Track and analyze support metrics, identifying trends and areas for improvement, and report findings to senior leadership.Training and Development:
Create and deliver training programs for the support team to ensure they are equipped with the latest knowledge and skills.Qualifications:Experience:
7+ years of experience in technical support, with at least 3 years in a leadership role, preferably at the Sr. Manager or Director level.Technical Expertise:
Strong understanding of cybersecurity products, data security, and hosted software solutions.Problem-Solving:
Excellent analytical and troubleshooting skills, with the ability to think critically and solve complex issues.Communication:
Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.Customer Focus:
A customer-centric mindset with a passion for delivering exceptional service.Leadership:
Proven ability to lead, motivate, and develop a high-performing team.Collaboration:
Ability to work effectively across departments and with various stakeholders.Education:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred.What you can count on:Competitive start up salary and generous stock options100% paid health benefits for you and your familyFlexible time offPotential fast-tracked career advancement opportunitiesExperience building something from the ground upCyberhaven 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.
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Lead and mentor a team of technical support engineers, fostering a culture of continuous learning, collaboration, and excellence.Customer Support:
Oversee the day-to-day operations of the technical support team, ensuring timely and effective resolution of customer issues.Escalation Management:
Act as the primary point of contact for escalated customer issues, working to resolve complex problems and ensure customer satisfaction.Process Improvement:
Develop and implement processes and best practices to enhance the efficiency and effectiveness of the support team.Collaboration:
Work closely with the engineering, product, and customer success teams to provide feedback on product performance and customer needs.Reporting:
Track and analyze support metrics, identifying trends and areas for improvement, and report findings to senior leadership.Training and Development:
Create and deliver training programs for the support team to ensure they are equipped with the latest knowledge and skills.Qualifications:Experience:
7+ years of experience in technical support, with at least 3 years in a leadership role, preferably at the Sr. Manager or Director level.Technical Expertise:
Strong understanding of cybersecurity products, data security, and hosted software solutions.Problem-Solving:
Excellent analytical and troubleshooting skills, with the ability to think critically and solve complex issues.Communication:
Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.Customer Focus:
A customer-centric mindset with a passion for delivering exceptional service.Leadership:
Proven ability to lead, motivate, and develop a high-performing team.Collaboration:
Ability to work effectively across departments and with various stakeholders.Education:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred.What you can count on:Competitive start up salary and generous stock options100% paid health benefits for you and your familyFlexible time offPotential fast-tracked career advancement opportunitiesExperience building something from the ground upCyberhaven 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.
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