Professional Services Engineer

ABOUT THE ROLE

We are seeking a highly skilled and customer-focused Professional Services Engineer to join our dynamic team. In this role, you will work closely with clients to understand their unique technical requirements, diagnose issues, and provide effective solutions. Your ability to dive into log files, troubleshoot complex problems, and debug issues will be essential in delivering exceptional consulting services. By leveraging your technical expertise and industry knowledge, you will ensure successful implementation, configuration, and integration of our product, while providing training and support to enable clients to maximize the value of our solution.

WHAT YOU'LL DO

• Take charge of the implementation and configuration process, ensuring the seamless integration and successful deployment of Cyberhaven’s solution within clients’ existing environments.

• Foster close collaboration with clients to gain a deep understanding of their technical requirements, diagnose issues, and create customized dataset and policy solutions.

• Utilize log file analysis, debugging techniques, and advanced troubleshooting to identify underlying causes of complex technical problems and coordinate effective resolutions with our Support, Engineering, and Operations teams.

• Work in close partnership with cross-functional teams, including developers, project managers, and support staff, to deliver high-quality solutions that adhere to timelines.

• Deliver technical training to end users, empowering them with the necessary knowledge and skills to maximize the utilization of Cyberhaven to optimize their workflows and expedite ROI.

• Serve as a trusted advisor to clients, offering strategic guidance, best practices, and insights to help them derive the maximum value from our product.

• Conduct regular progress updates, status meetings, and post-implementation reviews with clients to ensure their satisfaction or identify areas for improvement, serving as the internal and external point of contact for client escalations.

• Collaborate with the development and support teams, promptly escalating and resolving technical issues or system discrepancies to maintain smooth operations for clients.

• Stay up to date with industry trends, emerging technologies, and advancements in our product offerings, continuously enhancing your technical expertise to provide valuable insights and guidance to clients.

WHO YOU ARE

• 3+ years of Solutions Engineer, Delivery Manager, or Professional Services with Endpoint Security experience required in the Cybersecurity and DLP Space:
• Proven track record of delivering complex technical solutions, preferably in a Professional Services or Consulting role, specifically with endpoint security products.
• Previous experience with other DLP solutions such as Forcepoint, Symantec, McAfee DLP, Fortra (Digital Guardian), Trend Micro, Check Point, Next DLP, or Proofpoint.
• Understanding of data classification methodologies and techniques to effectively identify sensitive data types and define appropriate DLP policies.

• Project Management: Ability to manage and deliver against strict timelines, requiring constant prioritization and mitigation strategy-building.

• Deep technical background, with hands-on experience in supporting and troubleshooting SaaS-based security and/or endpoint agent technologies.
• Software debugging skills
• Knowledge of web technologies, APIs, and data integration techniques.
• Solid understanding of system architecture, network protocols, and Google Cloud Platform.
• Practical knowledge of the MacOS (e.g., MDM, app management, basic terminal skills) and Windows (SCCM, GPO, Intune, registry configuration, understanding PowerShell scripts, etc.) ecosystems.

• Excellent written and verbal communication skills, allowing one to easily convey technical concepts to diverse stakeholders and build relationships cross-functionally.

• Knowledge of system softwa