Cyera is an AI-native data security platform that helps enterprises discover, classify, govern, and protect sensitive data across cloud, SaaS, on-prem, and AI environments. Backed by Accel, Lightspeed and Sequoia.
About the role
The Senior Technical Support Engineer provides product-focused technical resolution for issues that require deep investigation. This role owns complex troubleshooting within defined product domains, reproduces issues, validates workarounds, improves escalation quality, and helps reduce repeat issues through documentation and product feedback.
What they're looking for
- Education: Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field (or Associate degree with equivalent practical experience)
- Experience: 5+ years in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity
- Scripting & Automation: Hands-on experience with scripting languages such as Python, Bash, or PowerShell, and experience automating diagnostic workflows or log parsing
- OS-level support skills for both Windows and macOS endpoints, including manual MSI/agent installs (e.g. Cyera-Endpoint-Installer) via command line with OTP, and deployment through MDM tools (Intune, Jamf, SCCM)
- AV/EDR exclusion configuration: experience configuring exclusions for CrowdStrike, Microsoft Defender, SentinelOne or similar, since the endpoint agent runs alongside these
- Debugging/forensics skills: ability to read agent logs, workstation file paths, and data-scan results to troubleshoot "no alerts showing" or policy-not-applied issues (a recurring live-customer issue type)
More about this role
The Senior Technical Support Engineer provides product-focused technical resolution for issues that require deep investigation. This role owns complex troubleshooting within defined product domains, reproduces issues, validates workarounds, improves escalation quality, and helps reduce repeat issues through documentation and product feedback.
- Master complex technical challenges: Deep-dive into modern enterprise architectures across AI security, data discovery, classification, DLP workflows, and access analysis to solve high-stakes technical issues.
- Drive complete technical ownership: Take full command of Support Tickets from initial discovery to resolution, acting as the primary technical authority and trusted advisor for our customers.
- Engineer automation and internal tools: Write scripts and build custom diagnostic utilities to eliminate manual troubleshooting steps, streamline investigations, and scale team performance.
- Drive product impact and cross-functional synergy: Partner with Product, Engineering, DevOps, and OCTO teams to feed real-world operational insights into the roadmap, deliver high-fidelity root cause analyses, and ensure efficient resolution of systemic...
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