Senior Technical Support Engineer (Cybersecurity)

Location: Chicago, United States; remote work available

Compensation range: $90,000–$110,000 total compensation

Company

Cyera develops cybersecurity and data security products covering AI security, data discovery, classification, DLP, and access analysis.

What you will do

• Investigate, reproduce, and resolve complex technical issues across endpoint, cloud, data security, and AI security products.
• Own support tickets from initial discovery through resolution and act as the primary technical advisor for customers.
• Build scripts, diagnostic utilities, and automation for troubleshooting, log parsing, and investigation workflows.
• Collaborate with Product, Engineering, DevOps, and OCTO teams on root-cause analysis, systemic issues, and product improvements.
• Create reusable runbooks, technical guides, RCA summaries, and accurate case records.
• Mentor Tier 1 engineers and integrate AI tools and agents into daily support workflows.

Requirements

• Associate degree or equivalent practical experience required; a bachelor's degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field is preferred.
• At least 3 years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or a similar customer-facing technical role.
• Strong troubleshooting skills across logs, APIs, web services, authentication, permissions, SQL, cloud platforms, and scripting concepts.
• Experience with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation.
• Hands-on experience with ticketing and escalation platforms such as Zendesk, Jira, Salesforce, Confluence, Slack, or Teams.
• Willingness to participate in evening, weekend, holiday, or scheduled on-call coverage based on business needs.

Nice to have

• Experience with cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection.
• Experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, and enterprise identity providers.
• Knowledge of SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting.
• Experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates.
• Experience mentoring junior support engineers or improving support workflows.

Culture & Benefits

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