Job Overview
Location
Mexico
Job Type
Full-time
Category
Product Management
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Provide technical support to customers using Cyberhaven’s AI-powered Data Security platform, delivering clear guidance in both technical and non-technical terms to resolve reported issues.
- • Take full ownership of customer escalations, from initial troubleshooting through root cause identification, resolution, or escalation to backline engineering teams.
- • Identify and prioritize critical customer issues requiring immediate attention, ensuring timely response and resolution aligned with SLA expectations.
- • Collaborate closely with internal engineering teams to communicate customer-reported bugs, reproduce issues, and document detailed technical findings for product improvement.
- • Serve as the primary point of contact for high-priority customer escalations, ensuring seamless coordination between customer stakeholders and internal technical teams.
- • Build and maintain strong relationships with customer security and operations teams to understand their data loss prevention challenges and tailor support accordingly.
- • Contribute to the growth of the support knowledge base by creating clear, actionable troubleshooting documentation and process guides.
- • Work with executive leadership to design and implement support metrics, reporting frameworks, and operational processes that measure team productivity and customer satisfaction.
- • Act as a bridge between customers and product development, translating real-world usage patterns and pain points into actionable feedback for engineering.
- • Maintain composure and professionalism when handling high-stress customer situations, demonstrating empathy and clear communication under pressure.
- • Work effectively as part of a global, cross-functional team, adapting to time zones and cultural differences to deliver consistent, high-quality support.
- • Stay current with evolving endpoint security technologies and DLP solutions to enhance troubleshooting accuracy and customer guidance.
- • Utilize Salesforce, JIRA, and GitHub to manage support tickets, track issue resolution, and collaborate with engineering on bug fixes and feature enhancements.
- • Ensure all customer interactions reflect a client-obsessed mindset, prioritizing resolution quality, timeliness, and overall customer experience.
- • Proactively identify recurring customer issues and propose systemic improvements to reduce future escalations and improve platform reliability.
- • Participate in on-call rotations and respond to urgent customer incidents outside standard business hours as required.
- • Represent Cyberhaven’s mission to revolutionize data security by helping customers protect their most valuable information through AI-enabled data lineage.
🎯 Requirements
- • 7+ years experience in providing technical support to customers for software solutions
- • Deep technical background with hands-on experience in supporting and troubleshooting security and/or endpoint technologies
- • Experience working with complex endpoint DLP solutions
- • Proven experience managing external and internal stakeholders
- • Experience with Salesforce, JIRA, and GitHub
- • Proven experience meeting customer SLA expectations
🏖️ Benefits
- • Opportunity to join a high-growth company backed by $250M from leading investors like Khosla and Redpoint
- • Work alongside industry leaders who built technologies at CrowdStrike, Palo Alto Networks, Meta, and Google
- • Shape the future of AI-driven data security in a mission-driven environment
- • Collaborate in a global, diverse, and equal opportunity workplace
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Cyberhaven Inc.
Cyberhaven Inc. provides data detection and response (DDR) software that traces the lineage of sensitive enterprise data across endpoints, cloud, email and SaaS apps. The platform maps how files flow through an organization, monitors real-time usage and prevents or remediates unauthorized sharing, exfiltration or ransomware encryption. Built on graph analytics and lightweight sensors, it classifies intellectual property, PII and regulated content without predefined rules, enforcing least-privilege policies and accelerating incident investigation for security teams in large, regulated industries.
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