Sr. Technical Support Engineer, FedRAMP

Cyera•St. Louis, MO

3h•$100,000 - $130,000•Remote

About The Position

As the Senior Technical Support Engineer for Cyera’s Federal market, you will serve 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. You will reproduce issues while protecting data privacy, validate workarounds aligned with NIST and FedRAMP frameworks, and improve escalation quality. You will also strengthen secure documentation and share operational insights with engineering to support the reliability and continuous compliance of Cyera’s federal offerings. The position requires expertise across AI security, data discovery and classification, DLP workflows, access analysis, government cloud platforms, federal compliance requirements, and technical support operations. You will own customer support cases from discovery through resolution, build diagnostic automation, partner with cross-functional teams, create reusable technical documentation, incorporate AI tools into support workflows, and advocate for customers with technical teams and executive stakeholders. The role requires U.S. citizenship, the ability to pass and maintain a federal background investigation, and physical residence and work within the Continental United States. Scheduled on-call participation may include evenings, weekends, or holidays as federal business needs require.

Requirements

Must be a U.S. citizen and able to successfully 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 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 understanding 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 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 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 against aggressive 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, and assist 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 enterprise 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 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 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 and improve support efficiency.
Advocate for customers and manage relationships, communicating confidently with technical teams and executive stakeholders.