Sr. Technical Support Engineer, FedRAMP

Cyera•Dallas, TX

3h•$100,000 - $130,000•Remote

About The Position

The Senior Technical Support Engineer for Cyera’s Federal market serves as 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 preserving data privacy, validating workarounds aligned with NIST and FedRAMP frameworks, and improving escalation quality. The engineer strengthens secure documentation and shares operational insights with engineering to support the reliability and continuous compliance of Cyera’s federal offerings. The position requires technical expertise across AI security, data discovery and classification, DLP workflows, access analysis, government cloud infrastructure, and federal compliance. The engineer owns customer support cases from discovery through resolution, builds scripts and diagnostic tools, collaborates across product and engineering teams, creates reusable runbooks, applies AI tools to support workflows, and advocates for customers with technical and executive stakeholders.

Requirements

U.S. citizenship and the ability to pass and maintain a federal background investigation, such as Public Trust.
Physically reside and work within the Continental United States; offshore and OCONUS remote work are 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 knowledge of NIST SP 800-53 controls, FedRAMP Continuous Monitoring, and strict SLA remediation timelines.
Direct experience with data security ecosystems such as DSPM, IAM, SIEM, CASB, CNAPP, CSPM, or DLP.
Hands-on experience supporting AWS GovCloud, Azure Government, or Google Cloud for Government, and identity/authentication protocols such as SSO, SAML, OAuth, SCIM, RBAC, and MFA.
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 diagnostic utilities, and understanding of troubleshooting in rigid, version-controlled federal environments without undocumented manual changes.
Direct experience managing high-stakes cases in 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 supporting 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, serving as the primary technical authority and customer advisor.
Write scripts and build diagnostic utilities to reduce manual troubleshooting and improve team efficiency.
Partner with Product, Engineering, DevOps, and OCTO teams 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.
Advocate for customers and communicate confidently with technical teams and executive stakeholders.