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Cyera is building the security operating model for the age of AI, providing a unified control plane that secures data, access, and behaviors across humans, systems, and AI. The company is backed by leading investors and works with Fortune 1000 enterprises.
You will join as a founding member of the Customer Success organization, serving as the technical lifeline for Cyera's most strategic enterprise accounts. This is a builder role—you'll architect how the support function operates from day one, not inherit a mature organization.
Key responsibilities:
- Lead end-to-end resolution of complex issues across the enterprise customer base, from triage and bug reproduction through root-cause analysis and client communication
- Resolve complex issues across customer identity stacks in both SaaS and on-premise environments
- Investigate distributed systems and data pipeline issues, debugging NXLog collectors, S3 ingestion pipelines, MongoDB query behaviors, asynchronous jobs, and Datadog logs
- Partner with Product and Engineering as an equal stakeholder—reproduce bugs cleanly, file high-quality engineering tickets, and quantify customer health signals to prioritize fixes
- Build the support knowledge base from scratch: customer-facing troubleshooting guides, internal runbooks, and integration playbooks
- Own critical escalations, ensuring customers leave Sev-1 issues with increased confidence in Cyera
- Build AI agents using Claude, Gemini, and MCP servers to automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon
- Define SLAs, support KPIs, escalation paths, on-call rotation, and internal workflows with TAMs, Solution Architects, and Engineering
Your work directly shapes customer retention, NPS, and Cyera's reputation in non-human identity security.
REQUIREMENTS:
- 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity
- Direct background in identity security (IAM, PAM, IGA, or non-human identity) is required
- Deep, hands-on experience with core identity stacks: Okta, Entra ID, Active Directory, SailPoint, CyberArk, BeyondTrust
- Working knowledge of AWS, GCP, and Azure IAM
- Strong fluency in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS; ability to read and troubleshoot SAML responses
- Practical experience with cloud security models across AWS, Azure, and GCP (role policies, trust relationships, Service Principals, Service Accounts)
- Working knowledge of service accounts, API keys, tokens, certificates, secrets rotation, ephemeral credentials, and JIT access
- Hands-on experience with HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, or GCP Secret Manager
- Strong observability instincts with hands-on experience in enterprise logging and SIEM solutions (Datadog, Splunk)
- Fluent in SQL, JSON, YAML, and HCL
- Advanced troubleshooting: HTTP debugging, HAR trace analysis, reading Go or TypeScript stack traces
- Comfortable integrating AI tools into daily support workflow; ability to build effective prompts and collaborate with AI agents
- Genuine passion for customer advocacy in complex, fast-paced technical environments
- Exceptional relationship management and multi-channel communication skills; ability to represent Cyera confidently to technical teams and executives under pressure
