Sr. Technical Support Engineer, FedRAMP

Cyera•Eugene, OR

3h•$100,000 - $130,000•Remote

About The Position

The Senior Technical Support Engineer for Cyera’s Federal market is the final line of technical resolution for highly regulated FedRAMP and DoD customers. The role involves deep investigation and complex troubleshooting within strict security boundaries, reproducing issues while protecting data privacy, validating workarounds against NIST and FedRAMP frameworks, and improving escalation quality. The engineer contributes to the reliability and continuous compliance of Cyera’s federal offerings by strengthening secure documentation and sharing operational insights with Engineering. The position works across enterprise architectures involving AI security, data discovery and classification, DLP workflows, and access analysis. It owns support cases from discovery through resolution, develops scripts and diagnostic utilities, collaborates with Product, Engineering, DevOps, and OCTO, and creates reusable technical documentation. The engineer also incorporates AI tools into support workflows and advocates for customers when working with technical teams and executive stakeholders. The role requires physical residence and work within the Continental United States; offshore and OCONUS remote work is prohibited.

Requirements

Must be a U.S. citizen and able to pass and maintain a federal background investigation, such as Public Trust, as required by federal agency customers.
Must physically reside and work within the Continental United States (CONUS); offshore and OCONUS remote work is prohibited.
Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field, or an Associate degree with equivalent practical experience.
At least 5 years of experience in technical support, escalation engineering, or customer-facing technical roles in SaaS or cybersecurity, including explicit experience supporting Federal, DoD, or FedRAMP-authorized environments.
Deep understanding of NIST SP 800-53 controls, FedRAMP Continuous Monitoring (ConMon), and strict SLA remediation timelines.
Direct experience in data security ecosystems such as DSPM, IAM, SIEM, CASB, CNAPP, CSPM, or DLP.
Hands-on experience supporting enterprise government cloud platforms such as AWS GovCloud, Azure Government, or Google Cloud for Government.
Experience with identity and authentication protocols including SSO, SAML, OAuth, SCIM, RBAC, and MFA.
Must hold a baseline security certification, such as CompTIA Security+ or an equivalent DoD 8570-compliant certification.
Ability to analyze complex logs, inspect APIs, and write SQL queries; perform troubleshooting and root-cause analysis while adhering to FedRAMP audit logging and data sovereignty boundaries.
Hands-on experience with Python, Bash, or PowerShell for building diagnostic utilities, and understanding of troubleshooting in rigid, version-controlled Federal environments without undocumented manual changes.
Direct experience managing high-stakes cases in enterprise platforms such as Zendesk, ServiceNow, Jira, or Salesforce.
Ability to prioritize high-volume workloads according to federally mandated vulnerability and incident SLAs.
Exceptional written and verbal communication skills, including the ability to explain technical findings to government stakeholders and support engineering teams.
Ability to assist with technical narratives for System Security Plan (SSP) updates.
Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays, as federal business needs require.

Responsibilities

Investigate and resolve complex technical challenges across enterprise 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 reduce manual troubleshooting, streamline investigations, and improve team performance.
Partner with Product, Engineering, DevOps, and OCTO to share operational insights, provide 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 improve efficiency.
Advocate for customers and communicate confidently with technical teams and executive stakeholders.
Troubleshoot and reproduce issues while adhering to data privacy controls, FedRAMP audit logging, data sovereignty boundaries, and federal environment restrictions.
Participate in a scheduled on-call rotation, including evenings, weekends, or holidays as federal business needs require.