Technical Support Engineer - Founding Team Member

About Nightfall:

Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more. Hundreds of customers, spanning AI innovators to top 10 banks, trust Nightfall to detect and stop data exfiltration at scale. Nightfall enables organizations to innovate freely without the risks of losing intellectual property or exposing customer data. Our agentic platform helps security teams regain their time by putting data loss prevention on autopilot. With automatic remediation, security violations can be resolved automatically before they become incidents, and end-users can be automatically trained and coached in the moment to self-heal violations that they introduce.

Nightfall is backed by leading VC firms including Bain Capital Ventures (Enrique Salem - former CEO of Symantec), Venrock (early investors in Cloudflare), WestBridge Capital, Pear VC (early investors in Dropbox and Doordash), and a cadre of cybersecurity leaders including Frederic Kerrest (founder of Okta), Maynard Webb (former COO of eBay), Ryan Carlson (President of Chainguard), Kevin Mandia (founder of Mandiant), and many others.

About the role:

About the Department
Support Engineers, Customer Success Managers, Solution Architects, Account Managers, - all working together to help our customers adopt Nightfall and create superior Data Leak Prevention experiences. The Customer Success Organization at Nightfall helps customers solve real, technical problems while creating the revenue streams that help the company deliver on its promise to be the best AI / ML Data Leak Prevention platform in the market.

Location: Bangalore, hybrid work from home/office

What You’ll Do
Do you love solving complex problems and interacting with people? Are you passionate about helping customers and are a self-starter? If so, Nightfall is seeking a founding member of our Technical Support team in Bangalore. As the founding team member, you will oversee issues in all support tiers, play a key role in shaping Nightfall’s Support Team and overall customer experience.

We are looking for a unique person seeking the chance to build our dedicated support team from the ground up! Today, front line support is covered by CSMs with some advanced assistance from our Solutions team. We seek to establish a dedicated support team so that we can elevate the responsiveness and effectiveness when solving our customers’ technical issues.

You’ll address issues raised through various channels like Slack and Zendesk, be a linchpin in the feedback loop to our Product organization, and be a key interface for production issues with our Engineering team.

Responsibilities

• Resolve inbound issues via call, chat, email, etc. through either immediate resolution based on the SOPs you’ve developed or through ticket issuance and follow-up with cross-functional teams

• Hire, train and lead a customer support team responsible for ensuring an excellent experience for our customers

• Establish and report on SLAs for customer responsiveness and time to resolution

• Collaborate with our Customer Success, Product Management and Operations teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows

• Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Product, etc.

• Become an expert on the Nightfall platform and our integrations, while keeping up with industry trends in data security

Qualifications

• 8+ years of experience in customer-facing communications, customer support/service or contact center management, with 4+ years of experience directly leading a customer support, service or care team

• Forward thinking mindset; experience in leveraging new technology to augment live customer support

• You take initiatives and are capable of learning new technologies / systems / features with little guidance

• History of using data to drive improvements in customer experience, product quality or operational efficiency

• Ability to be in office 2+ days/week

• Ability to work US east coast business hours

Desirable Skills

• Experience writing RegEx

• Understanding of APIs and familiarity with integrations Nightfall supports like Slack, GoogleDrive, Salesforce, Jira, GitHub and M365

• Basic experience with a scripting language like Python or JavaScript