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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 what actions they can take. The company started by solving enterprise data security and discovery at scale, and now serves as essential infrastructure for major organizations navigating AI adoption safely.
As a Senior Technical Support Engineer, you will own complex technical troubleshooting and resolution for enterprise customers. This is a high-impact individual contributor role focused on deep technical investigation, customer advocacy, and scaling support operations through automation and knowledge systems.
Key responsibilities include:
• Master complex technical challenges across AI security, data discovery, classification, DLP workflows, and access analysis to resolve high-stakes customer issues
• Own support tickets end-to-end from initial discovery through resolution, serving as the primary technical authority and trusted advisor
• Engineer automation and diagnostic tools—write scripts and build custom utilities to eliminate manual troubleshooting and scale team performance
• Drive product impact by partnering with Product, Engineering, DevOps, and OCTO teams to deliver root cause analyses and feed operational insights into the roadmap
• Architect reusable runbooks and technical documentation to scale institutional knowledge and maintain rigorous case management standards
• Integrate AI tools and agents into troubleshooting workflows, refining prompts to accelerate case resolution
• Serve as a high-impact customer advocate, managing relationships and representing the company to technical and executive stakeholders
• Mentor Tier 1 support engineers on troubleshooting, ticket hygiene, and escalation protocols to build a high-performance support culture
This role requires someone who can thrive in ambiguity, communicate clearly with both technical and non-technical audiences, and take ownership of complex problems across modern enterprise architectures.
