Sr. Technical Support Engineer, FedRAMP

Cyera•Plano, TX

2d•Remote

About The Position

Cyera is hiring a Senior Technical Support Engineer for its Federal market. The role serves as the final line of technical resolution for highly regulated FedRAMP and DoD customers, conducting complex investigations and troubleshooting within strict security boundaries. The engineer reproduces issues while protecting data privacy, validates workarounds against NIST and FedRAMP frameworks, and improves escalation quality. The role also advances secure documentation and shares operational insights with engineering to support the reliability and continuous compliance of Cyera’s federal offerings. The position covers technical support across AI security, data discovery, classification, DLP workflows, and access analysis. The engineer owns support tickets through resolution, builds scripts and diagnostic utilities, collaborates with Product, Engineering, DevOps, and OCTO, creates reusable documentation, and incorporates AI tools into troubleshooting workflows. The role also involves customer advocacy and communication with technical and executive stakeholders. The employee must be a U.S. citizen, physically reside and work within the Continental United States, and be able to pass and maintain a federal background investigation as required by customers. The role includes participation in a scheduled on-call rotation, including evenings, weekends, or holidays as federal business needs require. Compensation is listed at $100,000–$130,000. The role can be performed remotely, with office setup reimbursement.

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; 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 experience supporting 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, and 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 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 translating technical findings for government stakeholders 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 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 customer advisor.
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 help 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 and support efficiency.
Advocate for customers and manage relationships, communicating confidently with technical teams and executive stakeholders.
Reproduce customer issues while observing data privacy controls and validate workarounds aligned with NIST and FedRAMP frameworks.
Participate in a scheduled on-call rotation, including evenings, weekends, or holidays as federal business needs require.