[Hiring] Senior Technical Support Engineer @Cyera

Role Description

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.

• 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.

Qualifications

• 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.
• Networking/troubleshooting fundamentals: understanding of local policy manifests vs. cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting.
• DLP domain knowledge: familiarity with classic DLP channels (USB/removable media, network shares, printing, clipboard, virtual drives) and AI-specific DLP policies.
• Debugging/forensics skills: ability to read agent logs, workstation file paths, and data-scan results to troubleshoot issues.
• AI agent/tool ecosystem familiarity: awareness of Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts.
• 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

• 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.
• 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.

Benefits

• 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.