Professional Services Engineer

Job description

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 software design (services, drivers, agents). - Education and Certifications: Bachelor's degree in Computer Science or Engineering, or equivalent advanced industry certifications, or 3+ years of experience in a similar role. - Candidate location preference: must be based in greater Mexico City area Joining Cyberhaven means joining the team building Data Security for the Agentic Enterprise. Traditional tools fall short. Cyberhaven traces the full lifecycle of your data, adapting protection to changing context, so protection moves with the way people actually work, not against it. AI Changed Work. We Protect It. Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, working alongside people driven to protect workflows, not just data, for customers who cannot afford to slow down to stay safe. AI Tools Disclosure: As part of Cyberhaven's hiring process, we use recruiting tools that include AI-powered features to help with tasks like scheduling, note-taking, workflow automation, and other recruiting activities ("AI Tools"). The AI Tools may process information you provide during the application and interview process. When AI-assisted interview note taking is used, candidates are notified in advance and have the option to opt out of the AI-assisted interview note taking. Cyberhaven 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.