• This Production Support & Reliability Engineer role is focused on customers who deploy Cyberhaven’s Content Inspection (CI) stack in their own cloud or datacenter environments (AWS, GCP, Azure, Kubernetes)
• You will be the primary L3 owner for on‑prem CI deployments and incidents, especially as DSPM on‑prem connectors become the norm
• You must be deeply technical, comfortable with Linux, containers, Kubernetes, and virtual appliances, and enjoy operating at the intersection of support, SRE, and product engineering
• This role reports to the Director of Technical Support
• Act as the primary L3 owner for all support cases involving on-prem Content Inspection (CI), including deployments, upgrades, performance, correctness, and stability
• Own customer issues end-to-end, from initial triage and reproduction in lab or test clusters through root-cause analysis, remediation, or escalation
• Serve as the internal and external point of contact for high-severity CI incidents, joining customer bridges and coordinating closely with SRE, R&D, and Product until resolution
• Lead or co-lead on-prem CI deployments and upgrades alongside Professional Services and SRE, validating prerequisites, reviewing Kubernetes and Helm configurations, and coordinating maintenance windows and rollback plans
• Monitor and support on-prem CI environments, understand CI metrics and logs, and drive first-line response to capacity, health, latency, and stability issues
• Act as the L3 specialist for DSPM on-prem connectors that depend on CI, validating new capabilities and supporting large-scale and design-partner deployments
• Design, build, and maintain a Support-owned on-prem CI lab across AWS, GCP, and Azure to reproduce customer issues, validate fixes, and test upgrades and mitigations
• Create and maintain internal runbooks and knowledge base documentation for CI deployments, upgrades, troubleshooting, and escalation best practices
• Enable internal teams by training Support, Professional Services, CX, SRE, and R&D on CI workflows, escalation patterns, and customer-facing considerations
• Drive supportability improvements by filing and owning engineering feedback related to diagnostics, logging, health checks, and safer upgrade and rollback behavior

Partner cross-functionally with SRE, R&D, and Product Management to improve CI reliability and scalability, align releases with customer commitments, and participate in design and readiness reviews

• 5+ years experience in technical support, SRE, or production operations for a SaaS or security product
• Experience deploying and supporting virtual appliances or on‑prem products in enterprise environments
• Comfortable reading and interpreting logs and metrics from distributed systems; able to form and test hypotheses quickly
• Able to manage high‑priority incidents calmly, communicate clearly with enterprise customers, and coordinate multiple internal teams
• Curious, self‑directed, and comfortable taking ownership of ambiguous problems until they are fully resolved
• Excellent written and verbal communication skills; able to turn repeated patterns into clear runbooks and training material

Joining Cyberhaven is a chance to revolutionize data security

• Deep, hands‑on experience with Linux, containers, and Kubernetes (EKS, GKE, AKS, or self‑managed clusters)

Strong understanding of networking (load balancers, TLS, DNS, proxies, firewalls) in hybrid/on‑prem settings