Senior Technical Support Engineer (Cybersecurity)

TL;DR

Senior Technical Support Engineer (Cybersecurity): Providing advanced technical resolution for complex product issues within a data security and AI trust platform with an accent on deep investigation, log analysis, and cross-functional collaboration. Focus on managing escalated cases, improving support workflows, and mentoring junior team members to ensure high-quality customer outcomes.

Location: Must be based in the United States (Remote)

Salary: $90,000–$110,000

Company

Cyera is a cybersecurity company providing AI-driven data security infrastructure for the Fortune 1000.

What you will do

• Own and resolve complex technical escalations from Tier 1 support.
• Diagnose product behavior related to data discovery, classification, DLP, and AI security workflows.
• Reproduce customer issues, analyze logs, and validate configurations to isolate root causes.
• Create and maintain troubleshooting guides, internal runbooks, and knowledge base articles.
• Partner with Engineering and Product teams to provide actionable feedback on supportability and defects.
• Mentor Tier 1 engineers on technical troubleshooting and customer communication best practices.

Requirements

• Must be based in the United States
• 3+ years of experience in technical support, SaaS support, or cybersecurity support roles.
• Strong troubleshooting skills with experience in SQL, APIs, logs, and cloud-based infrastructure.
• Hands-on experience with ticketing systems like Zendesk, Jira, or Salesforce.
• Ability to participate in on-call, weekend, or holiday coverage as required.
• Bachelor degree in Computer Science, Engineering, or related field preferred.

Nice to have

• Experience in DSPM, DLP, IAM, SIEM, or CNAPP domains.
• Hands-on experience with AWS, Azure, or GCP cloud networking and IAM.
• Experience writing RCA summaries and technical documentation.

Culture & Benefits

• Fully remote work environment with office setup reimbursement.
• Unlimited PTO, paid holidays, and sick time.
• Comprehensive health, vision, and dental insurance.
• Life, short-term, and long-term disability insurance.