Senior Technical Support Engineer (Cybersecurity)

Location: Remote within the United States; role location listed as Plano, TX.

Compensation: $90,000–$145,000 total compensation.

Company

Cyera develops AI trust infrastructure and cybersecurity solutions for enterprise data discovery, classification, DLP, and access analysis.

What you will do

• Investigate and resolve complex technical support issues across AI security, data discovery, classification, DLP workflows, endpoint agents, and access analysis.
• Own support tickets from discovery through resolution, reproduce issues, validate workarounds, and provide high-quality root-cause analysis.
• Write scripts and build diagnostic utilities to automate troubleshooting, log parsing, and investigation workflows.
• Partner with Product, Engineering, DevOps, and OCTO teams to communicate operational insights and resolve systemic platform issues.
• Create reusable runbooks and technical guides while maintaining accurate, actionable, and auditable case records.
• Use AI tools and agents in troubleshooting, advocate for customers, communicate with technical and executive stakeholders, and mentor Tier 1 engineers.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field, or an Associate degree with equivalent practical experience.
• 5+ years of experience in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity.
• Hands-on experience with Python, Bash, or PowerShell and automation of diagnostic workflows or log parsing.
• Experience supporting Windows and macOS endpoints, including command-line MSI or agent installation with OTP and deployment through Intune, Jamf, or SCCM.
• Experience configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar tools.
• Understanding of local policy manifests versus cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting.
• Knowledge of classic DLP channels including USB/removable media, network shares, printing, clipboard, and virtual drives, as well as AI-specific DLP policies covering sensitive data leaks, PCI/PII/PHI, prompt injection, and unauthorized data access.
• Ability to read agent logs, workstation file paths, and data-scan results to troubleshoot missing alerts and unapplied policies.
• Familiarity with Claude desktop/CLI/VS Code, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts.
• Strong troubleshooting skills involving logs, APIs, web services, SQL, RCA summaries, and runbooks; experience with Zendesk, ServiceNow, Jira, or Salesforce.
• Exceptional written and verbal communication, autonomy in ambiguous situations, and the ability to prioritize high-volume workloads by SLA, urgency, and customer impact.
• Willingness to participate in scheduled on-call rotations, including evenings, weekends, or holidays as business needs require.

Culture & Benefits

• Remote work with office setup reimbursement.
• Unlimited paid time off, paid holidays, and sick time.
• Health, vision, and dental insurance.
• Life, short-term disability, and long-term disability insurance.