Senior Technical Support Engineer - US

Description

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

• Master complex technical challenges: Deep-dive into modern enterprise architectures across AI security, data discovery, classification, DLP workflows, and access analysis to solve high-stakes technical issues.
• Drive complete technical ownership: Take full command of Support Tickets from initial discovery to resolution, acting as the primary technical authority and trusted advisor for our customers.
• Engineer automation and internal tools: Write scripts and build custom diagnostic utilities to eliminate manual troubleshooting steps, streamline investigations, and scale team performance.
• Drive product impact and cross-functional synergy: Partner with Product, Engineering, DevOps, and OCTO teams to feed real-world operational insights into the roadmap, deliver high-fidelity root cause analyses, and ensure efficient resolution of systemic platform issues.
• Elevate documentation and knowledge standards: Scale institutional capability by architecting reusable runbooks and technical guides, while maintaining rigorous case management standards to ensure records remain accurate, actionable, and auditable.
• Pioneer AI-driven support: Integrate modern AI tools and agents directly into daily troubleshooting workflows, refining custom prompts to continually accelerate case resolution and elevate support efficiency.
• Champion customer success: Serve as a high-impact advocate for clients, managing relationships and representing the company with confidence when communicating with technical teams and executive stakeholders.
• Mentor and elevate the team: Actively mentor Tier 1 engineers on technical troubleshooting, ticket hygiene, and escalation protocols to build a high-performance support culture.

Must Have

• Education: Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field (or Associate degree with equivalent practical experience).
• Experience: 5+ years in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity.
• Scripting & Automation: Hands-on experience with scripting languages such as Python, Bash, or PowerShell, and experience automating diagnostic workflows or log parsing.
• OS-level support skills for both Windows and macOS endpoints, including manual MSI/agent installs (e.g. Cyera-Endpoint-Installer) via command line with OTP, and deployment through MDM tools (Intune, Jamf, SCCM)
• AV/EDR exclusion configuration: experience configuring exclusions for CrowdStrike, Microsoft Defender, SentinelOne or similar, since the endpoint agent runs alongside these
• Networking/troubleshooting fundamentals: understanding of local policy manifests vs. cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting, since customers frequently ask how often the endpoint talks back to Cyera and what IPs need to be whitelisted
• DLP domain knowledge: familiarity with classic DLP channels (USB/removable media, network shares, printing, clipboard, virtual drives) and AI-specific DLP policies (sensitive data leak, PCI/PII/PHI, prompt injection, unauthorized data access)
• Debugging/forensics skills: ability to read agent logs, workstation file paths, and data-scan results to troubleshoot "no alerts showing" or policy-not-applied issues (a recurring live-customer issue type)
• AI agent/tool ecosystem familiarity: awareness of Claude (desktop/CLI/VS Code), Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts, since Endpoint's newer "Agent Guardian" use case inspects local agent tool calls and file access
• Technical Troubleshooting: Strong ability to analyze logs, inspect APIs and web services, work with SQL, and write root-cause analysis (RCA) summaries and runbooks.
• Tooling: Direct experience managing tickets and escalations in enterprise platforms like Zendesk, ServiceNow, Jira, or Salesforce.
• Execution & Communication: Exceptional written and verbal communication skills to translate complex technical findings for both non-technical customers and R&D engineers.
• Adaptability: Demonstrated ability to work autonomously in ambiguous scenarios and prioritize high-volume workloads based on SLAs, urgency, and customer impact.
• Availability: Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays as business needs require.

Requirements

REQUIRED QUALIFICATIONS:

• 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.

PREFERRED QUALIFICATIONS

• 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.

COMPENSATION INFORMATION:

Compensation Range: $90,000-$110,000.

The range represents total compensation, and may include incentive for sales roles, equity or benefits, as applicable.

This compensation range represents Cyera’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Cyera’s business and other operational considerations.

Final compensation will vary based on seniority and relevance of experience, location, and position requirements.

This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.

BENEFITS - Why Cyera?

• Ability to work remotely, with office setup reimbursement
• Competitive salary
• Unlimited PTO
• Paid holidays and sick time
• Health, vision, and dental insurance
• Life, short and long-term disability insurance