Senior Technical Support Engineer - US

Cyera•Dallas, TX

11h•$90,000 - $145,000•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 works across enterprise architectures involving AI security, data discovery, classification, DLP workflows, and access analysis, and serves as a technical authority and customer advocate from issue discovery through resolution. The role also builds scripts and diagnostic utilities, partners with Product, Engineering, DevOps, and OCTO, develops reusable technical documentation, integrates AI tools into support workflows, and mentors Tier 1 engineers. The position is remote-eligible and includes participation in a scheduled on-call rotation as business needs require.

Requirements

Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field; alternatively, an associate degree with equivalent practical experience.
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 automating diagnostic workflows or log parsing.
OS-level support for Windows and macOS endpoints, including command-line MSI/agent installation and deployment through MDM tools such as Intune, Jamf, or SCCM.
Experience configuring antivirus/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar products.
Understanding of networking and troubleshooting fundamentals, including local policy manifests versus cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting.
Familiarity with DLP channels such as USB/removable media, network shares, printing, clipboard, and virtual drives, as well as AI-specific DLP policies involving sensitive data leakage, PCI/PII/PHI, prompt injection, and unauthorized data access.
Ability to interpret agent logs, workstation file paths, and data-scan results to troubleshoot missing alerts or policies that are not applied.
Ability to analyze logs, inspect APIs and web services, work with SQL, and write 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, including the ability to explain technical findings to non-technical customers and R&D engineers.
Ability to work autonomously in ambiguous scenarios 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.

Nice To Haves

Awareness of AI agent and tool ecosystems such as Claude (desktop/CLI/VS Code), Cursor, GitHub Copilot, and Codex, and familiarity with MCP/tool-call concepts.

Responsibilities

Investigate and resolve complex technical challenges across AI security, data discovery, classification, DLP workflows, and access analysis.
Own support tickets from initial discovery through resolution and act as the primary technical authority and trusted advisor to customers.
Write scripts and build diagnostic utilities to reduce manual troubleshooting, streamline investigations, and improve team performance.
Partner with Product, Engineering, DevOps, and OCTO 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 accelerate case resolution and support efficiency.
Manage customer relationships and communicate technical findings to customer technical teams and executive stakeholders.
Mentor Tier 1 engineers in troubleshooting, ticket hygiene, and escalation protocols.
Participate in a scheduled on-call rotation, including evenings, weekends, or holidays as business needs require.