Senior AI Security Support Engineer (Remote)

Cyera; Plano (TX); Remote; USD 90,000 - 145,000; Full time

Benefits offered by this job

Remote work with setup reimbursement

Unlimited PTO

Paid holidays and sick time

Health, vision, and dental insurance

Life and disability insurance

Job summary

Cyera, based in Plano, TX, seeks a Senior Technical Support Engineer to resolve complex security product issues, spanning AI security, data discovery, and DLP workflows. You will own tickets end-to-end, build automation, and collaborate across Product, Engineering, and DevOps to deliver robust solutions.

You will mentor teammates, refine runbooks, and help scale our enterprise support while maintaining excellent customer relationships.

Qualifications

• Bachelor's degree or equivalent practical experience in a technical field.
• 5 years in technical support, support engineering, escalation support, or customer-facing roles in SaaS or cybersecurity.
• Experience scripting (Python, Bash, PowerShell) and automating diagnostic workflows.
• OS-level support for Windows and macOS with endpoint installs via CLI/MDM tools.
• Experience configuring AV/EDR exclusions (CrowdStrike, Defender, SentinelOne).
• Solid networking troubleshooting, policy evaluation, IP allowlisting knowledge.
• Familiar with DLP policies (PCI/PII/PHI) and AI-driven DLP concerns.
• Ability to read logs, RCA, and runbooks; strong SQL and API/workflow inspection.
• Experience with Zendesk, ServiceNow, Jira, or Salesforce for ticket escalations.

Responsibilities

• Master complex technical challenges across AI security, data discovery, and DLP workflows.
• Own support tickets from discovery to resolution as primary technical authority.
• Develop automation tools and diagnostic utilities to reduce manual troubleshooting.
• Collaborate with Product, Engineering, DevOps, and OCTO to feed field insights into roadmaps.
• Create reusable runbooks and technical guides; maintain accurate case records.
• Integrate AI tools into troubleshooting workflows and improve resolution speed.
• Act as customer advocate, manage relationships, and communicate with technical teams.
• Mentor Tier 1 engineers on troubleshooting and escalation processes.

Skills

Scripting languages

OS support (Windows/macOS)

Root cause analysis

Communication

On-call readiness

Troubleshooting

AI agent familiarity

Log analysis

Ticketing tools

Education

Bachelor's degree in CS / IT / Cybersecurity / Eng

Tools

Zendesk

ServiceNow

Jira

Salesforce

Job description

Cyera, based in Plano, TX, seeks a Senior Technical Support Engineer to resolve complex security product issues, spanning AI security, data discovery, and DLP workflows. You will own tickets end-to-end, build automation, and collaborate across Product, Engineering, and DevOps to deliver robust solutions.

You will mentor teammates, refine runbooks, and help scale our enterprise support while maintaining excellent customer relationships.