Senior Technical Support Engineer (AI Security)

Location: Remote in the US; the role is associated with Dallas and includes scheduled on-call coverage during evenings, weekends, or holidays as needed.

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

Company

Cyera develops AI trust and data security infrastructure that helps enterprises discover, classify, and protect sensitive data.

What you will do

• Investigate and resolve complex technical support issues across AI security, data discovery, classification, DLP workflows, and access analysis.
• Own support tickets from initial discovery through resolution, including issue reproduction, workaround validation, and customer communication.
• Write scripts and build diagnostic utilities to automate troubleshooting, log parsing, and investigation workflows.
• Collaborate with Product, Engineering, DevOps, and OCTO teams on root-cause analysis and systemic platform improvements.
• Create reusable runbooks and technical guides while maintaining accurate, actionable case records.
• Use AI tools and agents in troubleshooting workflows, advocate for customers, and mentor Tier 1 support engineers.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field, or an equivalent associate-level background.
• 5+ years of experience in technical support, support engineering, escalation support, or customer-facing technical roles in SaaS or cybersecurity.
• Hands-on scripting experience with Python, Bash, or PowerShell, including diagnostic automation and log parsing.
• Experience supporting Windows and macOS endpoints, command-line MSI or agent installation, and MDM tools such as Intune, Jamf, or SCCM.
• Knowledge of endpoint security exclusions, networking and policy troubleshooting, DLP channels, AI-specific DLP policies, agent logs, APIs, web services, SQL, RCA writing, and runbook development.
• Experience with Zendesk, ServiceNow, Jira, or Salesforce, strong written and verbal communication, autonomous execution, and willingness to join an on-call rotation.

Nice to have

• Familiarity with Claude, Cursor, GitHub Copilot, Codex, MCP, and agent tool-call concepts.

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.