Remote Senior Technical Support Engineer: AI & Security

Cyera; St. Louis (MO); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work flexibility

Unlimited PTO

Paid holidays and sick time

Health, vision, and dental insurance

Life, short and long-term disability

Job summary

Cyera is seeking a Senior Technical Support Engineer to own complex investigations across AI security, data discovery, and DLP workflows. You will drive end-to-end ticket resolution, build automation, and partner with Product and Engineering to deliver actionable insights.

You will write runbooks, refine documentation, and mentor junior engineers while engaging with customers and executives to ensure successful outcomes.

Qualifications

• Bachelor's degree or equivalent practical experience in a technical field.
• 5+ years in technical support or customer-facing technical roles within SaaS or cybersecurity.
• Hands-on scripting experience (Python, Bash, PowerShell) to automate workflows and log parsing.
• Windows and macOS endpoint support with MSI/endpoint installers via command line.
• Experience configuring endpoint exclusions for CrowdStrike, Defender, SentinelOne, or similar security agents.
• Strong troubleshooting across enterprise cloud, SaaS, data security, and infrastructure platforms.
• Experience with Zendesk, Jira, Salesforce, Confluence, Slack, or similar ticketing/escalation tools.
• Excellent written and verbal communication; ability to explain technical findings to customers and R&D.
• Ability to prioritize work based on severity, urgency, and SLAs; willing to on-call.

Responsibilities

• Master complex technical challenges across AI security, data discovery, DLP workflows, and access analysis.
• Own complete support tickets from discovery to resolution, as the primary technical authority.
• Engineer automation and internal tooling to remove manual steps and scale investigations.
• Feed real-world insights to Product and Engineering to shape the roadmap and root-cause analyses.
• Develop reusable runbooks and technical guides to improve documentation quality.
• Integrate AI tools into troubleshooting workflows to accelerate case resolution.
• Advocate for customers and manage relationships with technical teams and executives.
• Mentor Tier 1 engineers on troubleshooting, ticket hygiene, and escalation protocols.

Skills

Python

Bash

PowerShell

SQL

APIs

Logs analysis

Root-cause analysis

Ticketing & escalations

Technical writing

On-call readiness

Cloud troubleshooting

AI tooling integration

Cross-functional communication

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, Cybersecurity

Associate degree or equivalent practical experience

Tools

Zendesk

Jira

Salesforce

Confluence

Slack

Teams

Job description

Cyera is seeking a Senior Technical Support Engineer to own complex investigations across AI security, data discovery, and DLP workflows. You will drive end-to-end ticket resolution, build automation, and partner with Product and Engineering to deliver actionable insights.

You will write runbooks, refine documentation, and mentor junior engineers while engaging with customers and executives to ensure successful outcomes.