Founding Senior Identity Support Engineer
Cyera
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Job summary
Cyera in New York seeks a Senior Support Engineer as a founding member of Identity Customer Success. You’ll be the technical lifeline for our most strategic enterprise accounts, diagnosing complex issues, designing scalable support processes, and collaborating with Product and Engineering.
You will lead end-to-end triage, root-cause analysis, and requests for technical fixes, while building AI-assisted workflows and a knowledge base.
Qualifications
- Direct background in identity security (IAM, PAM, IGA) required.
- 6+ years in technical support, solutions engineering, or customer-facing engineering in cybersecurity.
- Working knowledge of service accounts, API keys, tokens, certificates, and secrets rotation.
- Fluent in SQL, JSON, YAML and HCL.
- Experience with enterprise identity stacks and PAM solutions.
Responsibilities
- Lead end-to-end resolution of complex issues for enterprise accounts, including triage, reproduction, root-cause analysis, and communications.
- Resolve identity stack issues across SaaS and on-prem environments.
- Investigate distributed systems and data pipelines, debugging logs and traces.
- Build and maintain a knowledge base and runbooks; own critical escalations.
- Define SLAs, KPIs, escalation paths, and on-call rotation with cross-functional teams.
- Develop AI-assisted triage and case routing workflows across collaboration tools.
Skills
Tools
Job description
Cyera in New York seeks a Senior Support Engineer as a founding member of Identity Customer Success. You’ll be the technical lifeline for our most strategic enterprise accounts, diagnosing complex issues, designing scalable support processes, and collaborating with Product and Engineering.
You will lead end-to-end triage, root-cause analysis, and requests for technical fixes, while building AI-assisted workflows and a knowledge base.
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