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Cyera is building AI trust infrastructure for Fortune 1000 enterprises, helping organizations 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 product issues that require deep investigation and expertise.
You will own escalated technical cases from Tier 1 support, driving them through investigation, resolution, or clean escalation to engineering. Your responsibilities include diagnosing and troubleshooting complex product behavior across data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows. You'll reproduce customer issues where possible, analyze logs and system behavior, validate configurations, and isolate root causes.
Key responsibilities include developing and validating customer-safe workarounds for known issues or configuration gaps, collaborating with Tier 1 to improve intake quality and troubleshooting consistency, and preparing high-quality escalations to Tier 3 or Engineering with technical evidence, reproduction steps, logs, and suspected root causes. You'll maintain disciplined case tracking in Zendesk, Jira, Salesforce, and Confluence, and partner with Product, Engineering, DevOps, and Customer Success teams to resolve product-impacting issues.
You'll also contribute to case reviews, bug triage, and incident follow-ups, identify product supportability and documentation gaps, and create troubleshooting guides and knowledge base articles. Mentoring Tier 1 engineers on technical troubleshooting, ticket hygiene, and customer communication is part of the role. You'll stay current on Cyera product releases and participate in on-call coverage for urgent support needs as required.
This role requires strong customer-first communication, complex problem-solving skills, and the ability to manage investigations while keeping customers informed on progress and blockers.
