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Cyera is building AI trust infrastructure for the Fortune 1000, helping enterprises adopt AI securely by controlling what data AI systems can access and how they use it. The Senior Technical Support Engineer role is a customer-facing technical position focused on resolving complex, escalated support cases that require deep investigation and product expertise.
You will own Tier 2 technical troubleshooting across Cyera's data security and AI governance platform, including data discovery, classification, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows. Key responsibilities include diagnosing and reproducing complex product issues, analyzing logs and system behavior, developing customer-safe workarounds, and preparing high-quality escalations to Engineering with complete technical evidence and reproduction steps.
The role emphasizes strong customer communication and ownership—managing complex investigations while keeping customers informed on progress, blockers, and next steps. You'll collaborate with Tier 1 support to improve intake quality and troubleshooting consistency, partner with Product and Engineering teams to resolve product-impacting issues, and contribute to case reviews, bug triage, and incident follow-ups.
You will also mentor Tier 1 engineers on technical troubleshooting and best practices, create and maintain internal runbooks and knowledge base articles, identify product supportability and documentation gaps, and provide actionable feedback to Product and Engineering teams. The role includes on-call coverage for urgent support needs and requires staying current on product releases and technical domains.
This is a hands-on technical role ideal for someone who enjoys deep troubleshooting, customer interaction, and bridging support and engineering teams to improve product quality and customer outcomes.
