Senior Support Engineer (Identity Security)

Location: US remote

Company

Cyera provides AI trust infrastructure and data security solutions for enterprise customers.

What you will do

• Lead end-to-end resolution of complex enterprise customer issues, from triage and bug reproduction through root-cause analysis, technical fixes, and customer communication.
• Troubleshoot identity stacks across SaaS and on-premise environments, including Okta, Entra ID, Active Directory, identity governance, and PAM platforms.
• Investigate distributed systems and data pipeline issues involving NXLog collectors, S3 ingestion, MongoDB queries, asynchronous jobs, and Datadog logs.
• Partner with Product and Engineering to reproduce bugs, create detailed tickets, quantify customer health signals, and prioritize fixes.
• Build the support knowledge base, troubleshooting guides, runbooks, integration playbooks, SLAs, KPIs, escalation paths, and on-call processes.
• Build AI agents with Claude, Gemini, and MCP servers to automate triage, log analysis, and case routing across Slack, Linear, and Pylon.

Requirements

• 6+ years of experience in technical support, solutions engineering, or customer-facing engineering within cybersecurity.
• Direct identity security experience is required, including IAM, PAM, IGA, or non-human identity.
• Hands-on experience with Okta, Entra ID, Active Directory, SailPoint, CyberArk, or BeyondTrust.
• Working knowledge of AWS, Azure, and GCP IAM, including role policies, trust relationships, service principals, enterprise applications, and service accounts.
• Fluency in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, mTLS, SQL, JSON, YAML, and HCL, plus experience with secrets managers and SIEM or observability tools.
• Advanced HTTP debugging, HAR trace analysis, Go or TypeScript stack trace reading, AI-assisted support workflows, and strong customer communication skills.

Culture & Benefits

• Remote work with office setup reimbursement.
• Unlimited paid time off.
• Paid holidays and sick time.
• Health, vision, dental, life, and disability insurance.
• Salary, equity, and standard benefits package; total compensation depends on experience, skills, location, and role requirements.