Senior Technical Support Engineer

Description

About Cyera

Come join the company building the security operating model for the age of AI. AI has changed how data is used - and security must change with it. Cyera's mission is to empower businesses to accelerate AI Adoption by defining a holistic approach to securing AI - from data to access to model. Instead of perimeter controls and static policies, Cyera provides a unified control plane that understands relationships between data, access, and behaviors across humans, systems, and AI. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data and AI security.

About the Role

The Senior Technical Support Engineer provides product-focused technical resolution for issues that require deep investigation. This role owns complex troubleshooting within defined product domains, reproduces issues, validates workarounds, improves escalation quality, and helps reduce repeat issues through documentation and product feedback.

What You’ll Do

• Customer-first communication style, with the ability to create a positive support experience through responsiveness, clarity, patience, and accurate expectation-setting.
• Strong customer ownership skills, with the ability to manage complex investigations while keeping customers informed on progress, blockers, workarounds, and next steps.
• Own escalated technical cases from Tier 1 and drive them through investigation, resolution, workaround, or clean escalation to Tier 3.
• Diagnose and troubleshoot complex product behavior related to data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows.
• Reproduce customer issues where possible, analyze logs and system behavior, validate configurations, and isolate likely root cause.
• Develop and validate customer-safe workarounds for known issues, configuration gaps, or environmental constraints.
• Collaborate with Tier 1 to improve intake quality, troubleshooting consistency, customer communication, and escalation readiness.
• Prepare high-quality Tier 3 or Engineering escalations that include technical evidence, reproduction steps, logs, environment details, severity, priority, customer impact, suspected root cause, and requested next action.
• Maintain disciplined updates in Zendesk, Jira, Salesforce, Confluence, or other systems of record, ensuring cases remain actionable and auditable.
• Partner with Product, Engineering, DevOps, CSE, and OCTO to resolve product-impacting issues while keeping break/fix ownership clear.
• Contribute to case reviews, backlog reviews, bug triage, incident follow-ups, and support readiness activities when relevant to active issues or recurring case patterns.
• Identify product supportability gaps, documentation gaps, defect patterns, and recurring technical blockers, then provide actionable feedback to Product and Engineering.
• Create and maintain troubleshooting guides, internal runbooks, known-issue documentation, escalation templates, and knowledge base articles.
• Mentor Tier 1 engineers on technical troubleshooting, ticket hygiene, escalation criteria, and customer communication best practices.
• Stay current on Cyera product releases, known issues, support procedures, and relevant technical domains.
• Participate in on-call, weekend, holiday, or after-hours coverage for urgent support needs as required.

Requirements

Who You Are

Must-Haves

• Associate degree or equivalent practical experience required; bachelor degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field preferred.
• 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role.
• Strong troubleshooting skills with demonstrated ability to investigate complex issues from intake through resolution, reproduce problems, isolate root cause, document findings, and drive timely outcomes across internal teams.
• Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms.
• Hands-on experience with ticketing and escalation workflows using tools such as Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems.
• Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting.
• Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows.
• Strong written and verbal communication skills, including the ability to explain technical findings clearly to customers and internal stakeholders.
• Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency.
• Ability to work autonomously in ambiguous situations, including issues with incomplete documentation or unclear ownership.
• Willingness to participate in evening, weekend, holiday, or on-call coverage as business needs require.

Nice-to-Haves

• Experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains.
• Hands-on experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers.
• Experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting.
• Experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates.
• Experience mentoring junior support engineers or improving technical support workflows.