Senior Technical Support Engineer - US

Cyera•Plano, TX

3d•Remote

About The Position

The Senior Technical Support Engineer provides product-focused technical resolution for issues requiring deep investigation. The role owns complex troubleshooting within defined product domains, reproduces issues, validates workarounds, improves escalation quality, and helps reduce repeat issues through documentation and product feedback. The engineer serves as the primary technical authority for customer support tickets, collaborates with internal product and engineering teams, builds automation and diagnostic tools, and mentors Tier 1 engineers. The position also incorporates AI tools and agents into troubleshooting workflows and represents Cyera with customer technical teams and executive stakeholders.

Requirements

Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field; an associate degree with equivalent practical experience is also accepted.
At least 5 years of experience in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity.
Hands-on experience with Python, Bash, PowerShell, or similar scripting languages, including automation of diagnostic workflows or log parsing.
OS-level support experience for Windows and macOS endpoints, including command-line manual MSI/agent installation with OTP and deployment through MDM tools such as Intune, Jamf, or SCCM.
Experience configuring antivirus or EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar products.
Understanding of local policy manifests versus cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting.
Familiarity with traditional DLP channels, including USB/removable media, network shares, printing, clipboard, and virtual drives, and AI-specific DLP policies involving sensitive data leakage, PCI/PII/PHI, prompt injection, and unauthorized data access.
Ability to read agent logs, workstation file paths, and data-scan results to troubleshoot missing alerts or policies that have not been applied.
Awareness of AI agent and tool ecosystems, including Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts.
Strong technical troubleshooting skills, including analyzing logs, inspecting APIs and web services, working with SQL, and writing root-cause analysis summaries and runbooks.
Direct experience managing tickets and escalations in enterprise platforms such as Zendesk, ServiceNow, Jira, or Salesforce.
Exceptional written and verbal communication skills, with the ability to explain complex technical findings to non-technical customers and R&D engineers.
Ability to work autonomously in ambiguous situations and prioritize high-volume workloads based on SLAs, urgency, and customer impact.
Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays as business needs require.

Responsibilities

Investigate and resolve complex technical challenges involving enterprise architectures, AI security, data discovery, classification, DLP workflows, and access analysis.
Own support tickets from initial discovery through resolution and serve as the primary technical authority and trusted advisor for customers.
Write scripts and build diagnostic utilities to automate troubleshooting and streamline investigations.
Partner with Product, Engineering, DevOps, and OCTO teams to provide operational insights, deliver root-cause analyses, and resolve systemic platform issues.
Create reusable runbooks and technical guides, and maintain accurate, actionable, and auditable case records.
Integrate AI tools and agents into troubleshooting workflows and refine prompts to improve resolution speed and support efficiency.
Advocate for customers and communicate confidently with technical teams and executive stakeholders.
Mentor Tier 1 engineers in troubleshooting, ticket hygiene, and escalation protocols.