Senior Technical Support Engineer (Cybersecurity)

Location: Tel Aviv

Company

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

What you will do

• Own escalated technical cases from Tier 1 through investigation, resolution, workaround, or escalation to Tier 3.
• Diagnose complex product behavior involving data security, permissions, DLP, AI security, connectors, integrations, and remediation workflows.
• Reproduce issues, analyze logs and system behavior, validate configurations, and isolate root causes.
• Prepare evidence-based escalations and maintain accurate case records in Zendesk, Jira, Salesforce, Confluence, or similar systems.
• Partner with Product, Engineering, DevOps, CSE, and OCTO on product-impacting issues and recurring technical blockers.
• Create troubleshooting guides, runbooks, knowledge articles, and escalation templates while mentoring Tier 1 engineers.

Requirements

• 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or a similar customer-facing technical role.
• Associate degree or equivalent practical experience; a bachelor's degree in a technical field is preferred.
• Strong troubleshooting skills, including issue reproduction, root-cause isolation, documentation, and cross-team resolution.
• Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms.
• Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud troubleshooting.
• Willingness to participate in evening, weekend, holiday, or on-call coverage as required.

Nice to have

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

Culture & Benefits

• Customer-first support approach focused on responsiveness, clarity, patience, and accurate expectation-setting.
• Autonomous work on ambiguous and technically complex customer issues.
• Collaboration across Support, Product, Engineering, DevOps, CSE, and OCTO.
• Participation in case reviews, bug triage, incident follow-ups, and support readiness activities.
• On-call, weekend, holiday, or after-hours coverage may be required for urgent support needs.