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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 what actions they can perform. As Senior Technical Support Engineer, you'll own complex, escalated technical cases requiring deep investigation and troubleshooting expertise.
You'll diagnose and resolve intricate product issues spanning data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows. Your responsibilities include reproducing customer issues, analyzing logs and system behavior, validating configurations, and isolating root causes. You'll develop customer-safe workarounds for known issues and configuration gaps, then prepare high-quality escalations to Tier 3 or Engineering with complete technical evidence, reproduction steps, logs, environment details, and suspected root cause analysis.
This role bridges support, product, and engineering. You'll collaborate with Tier 1 to improve intake quality and troubleshooting consistency, partner with Product and Engineering to resolve product-impacting issues, and mentor junior support engineers on technical troubleshooting and customer communication best practices. You'll maintain disciplined case documentation in Zendesk, Jira, Salesforce, and Confluence, ensuring cases remain actionable and auditable.
You'll also identify and communicate product supportability gaps, documentation deficiencies, and recurring technical blockers to Product and Engineering. Creating and maintaining troubleshooting guides, internal runbooks, known-issue documentation, and knowledge base articles is core to the role. You'll participate in case reviews, bug triage, incident follow-ups, and support readiness activities, and contribute to on-call coverage for urgent support needs.
The ideal candidate combines strong customer-first communication with deep technical troubleshooting skills, the ability to manage complex investigations while keeping stakeholders informed, and a drive to reduce repeat issues through documentation and product feedback.
