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Cyera is building the security operating model for the age of AI. The company provides a unified control plane that understands relationships between data, access, and behaviors across humans, systems, and AI—enabling enterprises to accelerate AI adoption securely.
As a Senior Technical Support Engineer, you will own complex technical troubleshooting and escalation management for enterprise customers. You'll investigate product issues across data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows. Your responsibilities include diagnosing and reproducing customer issues, analyzing logs and system behavior, developing and validating workarounds, and preparing high-quality escalations to Tier 3 and Engineering with technical evidence, reproduction steps, and root-cause analysis.
You will collaborate cross-functionally with Product, Engineering, DevOps, Customer Success Engineering, and Operations teams to resolve product-impacting issues while maintaining clear ownership. You'll mentor Tier 1 support engineers on troubleshooting, ticket hygiene, escalation criteria, and customer communication. You'll also identify and document supportability gaps, defect patterns, and recurring blockers, providing actionable feedback to Product and Engineering. Responsibilities include maintaining disciplined case records in Zendesk, Jira, Salesforce, and Confluence; creating and maintaining troubleshooting guides, runbooks, and knowledge base articles; and participating in case reviews, bug triage, and incident follow-ups.
You must maintain strong customer-first communication, manage complex investigations while keeping customers informed, and handle on-call and after-hours coverage as required. The role demands deep technical troubleshooting skills, working knowledge of SQL, APIs, logs, scripting, web services, authentication, and cloud-based troubleshooting. Experience with enterprise cloud platforms, SaaS, data security, cybersecurity, data governance, and infrastructure is essential. Familiarity with data discovery, classification, DLP, AI security, and access analysis is required. Nice-to-haves include hands-on experience with AWS, Azure, GCP, cloud networking, IAM, SSO, SAML, OAuth, and experience writing RCAs and knowledge articles.
