Technical Account Manager
Core
Resolve complex technical issues and manage escalations for Cyberhaven's DLP and Insider Threat platform, serving as a bridge between customers and engineering teams.
Role type
Technical Account Manager (Escalation)
Builds
Cyberhaven's reimagined DLP and Insider Threat platform
Domain
Cybersecurity (Data Loss Prevention, Insider Threat, CASB)
Deliverable
client delivery
Required skills
Troubleshooting complex technical issues, reproducing customer issues, escalating priority incidents, coordinating with engineering teams, managing customer expectations, monitoring usage patterns, creating knowledge base articles
Preferred skills
Background in EDR or DLP tools, L2/L3 or Escalation Engineer experience
Technologies
SaaS-based security products, endpoint agents (Windows, macOS, Linux), DLP, Insider Threat, CASB solutions
Responsibilities
Analyze and resolve complex technical issues reported by customers, Reproduce customer issues to verify problems and document steps, Identify and escalate priority issues requiring immediate attention, Serve as internal and external point of contact on customer escalations, Coordinate feedback to product management, development and operations teams, Conduct regular check-ins with customers to ensure satisfaction, Monitor customer usage patterns and provide optimization recommendations, Develop and update knowledge base articles and support resources
Seniority
Mid-level, hands-on IC
