Sr. Technical Support Engineer, FedRAMP

Cyera•Creve Coeur, MO

2d•Remote

About The Position

Cyera is hiring a Senior Technical Support Engineer for its Federal market. This role is the final line of technical resolution for highly regulated FedRAMP and DoD customers, requiring deep investigation and complex troubleshooting within strict security boundaries. The engineer reproduces issues while respecting data privacy controls, validates workarounds against NIST and FedRAMP frameworks, improves escalation quality, and provides operational insights to engineering to support reliability and continuous compliance of federal offerings. The role also involves customer case ownership, technical investigation across enterprise security architectures, scripting and diagnostic-tool development, collaboration with Product, Engineering, DevOps, and OCTO, and creation of reusable documentation. The engineer will use AI tools in support workflows and represent Cyera confidently with customer technical teams and executive stakeholders. The position requires U.S. citizenship, physical residence and work within the Continental United States, and the ability to pass and maintain a federal background investigation. A scheduled on-call rotation may include evenings, weekends, or holidays.

Requirements

Must be a U.S. Citizen and able to pass and maintain a federal background investigation, such as Public Trust, when required by federal agency customers.
Must physically reside and work within the Continental United States; offshore or 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 within SaaS or cybersecurity, including explicit support experience in Federal, DoD, or FedRAMP-authorized environments.
Deep understanding of NIST SP 800-53 controls, FedRAMP Continuous Monitoring, 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, write SQL queries, troubleshoot, and perform 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 aggressive federally mandated vulnerability and incident SLAs.
Exceptional written and verbal communication skills, including translating technical findings for government stakeholders and support engineering teams and assisting with technical narratives for System Security Plan 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 issues involving 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 to customers.
Write scripts and build diagnostic utilities to reduce manual troubleshooting and improve team efficiency.
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 improve case-resolution speed and support efficiency.
Advocate for customers and communicate confidently with technical teams and executive stakeholders.
Participate in a scheduled on-call rotation, including evenings, weekends, or holidays, as federal business needs require.