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Cyera is hiring a Senior Support Engineer to be a founding member of its Identity Customer Success organization. This is a high-impact technical role serving the company's most strategic enterprise accounts, with responsibility for architecting how the support function operates from day one.
You will be the technical lifeline for enterprise customers, diagnosing complex issues across their identity stacks in both SaaS and on-premise environments. Responsibilities include leading end-to-end resolution of complex technical issues, investigating distributed systems and data pipeline problems (NXLog collectors, S3 ingestion, MongoDB queries, asynchronous jobs, Datadog logs), and partnering with Product and Engineering as an equal stakeholder to reproduce bugs and file high-quality engineering tickets.
A core part of this role is building the support function from scratch: creating customer-facing troubleshooting guides, internal runbooks, integration playbooks, and defining SLAs, KPIs, escalation paths, and on-call rotations. You'll also build AI agents using Claude, Gemini, and MCP servers to automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon.
The ideal candidate has excellent organizational and analytical abilities, remains calm and methodical during severe technical escalations, possesses deep attention to detail, and listens to customers before troubleshooting. You should be grounded in identity security expertise, comfortable with cross-team collaboration, and relentlessly results-oriented. This is a builder role—if you want to inherit a mature support org, this may not be the right fit. But if you're excited about building a support function from the ground up with significant autonomy and impact, this is an exceptional opportunity.
