Senior Technical Support Engineer - Identity

Location: Tel Aviv, Israel

Company

Cyera builds a unified security control plane for protecting data, access, and AI-related activity in enterprise environments.

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 IAM, PAM, IGA, and non-human identity systems.
• Investigate distributed systems and data pipeline issues involving NXLog collectors, S3 ingestion, MongoDB queries, asynchronous jobs, and Datadog logs.
• Partner with Product and Engineering on bug reproduction, detailed engineering tickets, customer health signals, and issue prioritization.
• Build customer troubleshooting guides, internal runbooks, integration playbooks, escalation paths, SLAs, KPIs, and on-call workflows.
• Develop AI-agent workflows using 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 experience in identity security is required, including IAM, PAM, IGA, or non-human identity.
• Hands-on experience with Okta, Entra ID, Active Directory, SailPoint, CyberArk, or BeyondTrust.
• 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, secrets management, SQL, JSON, YAML, and HCL.
• Experience with enterprise logging or SIEM tools, HTTP debugging, HAR traces, and Go or TypeScript stack traces, plus strong customer communication during severe escalations.

Culture & Benefits

• Founding-member opportunity to build the customer support function from the ground up.
• Close collaboration with Product, Engineering, TAMs, and Solution Architects.
• Work focused on customer success, technical ownership, and measurable support quality.
• Use of AI tools to improve case handling, automation, and operational efficiency.