Job Description

Nightfall AI (www.nightfall.ai) is the unified platform that prevents data leaks and enables secure collaboration by protecting sensitive data and controlling how it's shared. For decades, legacy data leak prevention (DLP) solutions have failed to adequately protect sensitive information. Traditional DLP is outdated, intrusive, and complex - it wasn't designed for today's modern enterprise where users continuously share data across interconnected SaaS applications, endpoints, and now generative AI. Nightfall AI is the first AI-native DLP solution. We leverage AI to achieve twice the accuracy with a fraction of the false positives that overwhelm security teams. Nightfall does this without disrupting modern work patterns. Our AI-native platform spans sensitive data protection across SaaS, email, data exfiltration prevention on SaaS, endpoints, and data encryption. Nightfall's Developer Platform provides an open, flexible environment for developers to integrate our data classification and protection capabilities anywhere, including establishing trust boundaries for AI model building and consumption.

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