Senior Support Engineer (Identity Security)

Cyera; New York (NY); On-site; USD 120,000 - 180,000; Full time

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

Identity security

Solutions engineering

Customer success mindset

AI workflow integration

Troubleshooting leadership

Tools

HashiCorp Vault

AWS Secrets Manager

Azure Key Vault

GCP Secret Manager

Datadog

Splunk

Okta

Entra ID

Job description

• We’re hiring a Senior Support Engineer as a founding member of our Identity Customer Success organization. You’ll be the technical lifeline for our most strategic enterprise accounts and help architect how the support function operates from day one
• This role sits at the intersection of deep technical expertise, identity security, and AI-driven workflow design. You’ll diagnose the most complex issues across our customers’ environments, help build the systems and processes the support team will run on for years, and partner with Product and Engineering as a trusted technical resource
• Lead the end-to-end resolution of complex issues across our enterprise customer base - driving everything from initial triage and bug reproduction to root-cause analysis, technical fixes, and client-facing communication
• Resolve complex issues across customer identity stacks in both SaaS and on-premise environments
• Investigate distributed systems and data pipeline issues across our platform - debugging NXLog collectors, S3 ingestion pipelines, MongoDB query behaviors, asynchronous jobs, and Datadog logs
• Partner with Product and Engineering as an equal stakeholder. Reproduce bugs cleanly, file high-quality, detailed engineering tickets, and quantify customer health signals to prioritize the right fixes
• Build the support knowledge base from scratch - customer-facing troubleshooting guides, internal runbooks, and integration playbooks. Own critical escalations so customers leave a Sev-1 with more confidence in us than they had going in
• You’ll get to build AI agents using Claude, Gemini, and MCP servers that automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon
• Define SLAs, support KPI’s, escalation paths, on-call rotation, and internal workflows with TAMs, Solution Architects, and Engineering

You’re a builder, not just a ticket-taker. If you want to inherit a mature support org and operate inside it, this may not be the right fit. But if you are excited about building a support function from the ground up, we’d love to talkGrounded in deep identity expertise, but always willing to learn what’s nextYou are relentlessly results-oriented, working hand-in-hand to align customer success with company goals while maintaining the drive to deliver your best work when the stakes are highAttention to detail is a part of your MO. Nothing slips through the cracks with you, even under pressure. Sev-1s, escalations, fast-paced environments, and changing priorities don’t phase youYou listen before you troubleshoot, solving for the customer rather than just trying to close a ticketYou possess excellent organizational and analytical abilities, with a proven track record of remaining calm, articulate, and methodical during severe technical escalations or system outagesCross-collaboration across different teams and stakeholders comes naturally to you, keeping customer success at the center of everythingDirect background in identity security — IAM, PAM, IGA, or non-human identity — is required6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity

• Working knowledge of service accounts, API keys, tokens, certificates, secrets rotation, ... JIT access
• Hands‑on with HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, or GCP Secret Manager
• A genuine passion for advocating for customer success within a complex, fast‑paced technical environment
• Exceptional relationship management and multi‑channel communication skills, with the ability to represent Cyera confidently and clearly under pressure to both technical teams and executive stakeholders
• Deep, hands‑on experience working with core identity stacks (like Okta, Entra ID, or Active Directory), identity governance platforms (like SailPoint), and PAM solutions (like CyberArk or BeyondTrust)
• Working knowledge of AWS, GCP, and Azure IAM
• Strong fluency in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS — you can read a SAML response and tell me why it’s failing
• Comfortable integrating AI tools directly into your daily support workflow
• You know how to build effective prompts and collaborate with AI agents to constantly improve and speed up how we handle cases
• Practical experience with cloud security models across AWS, Azure, and GCP, including configured role policies, trust relationships, Azure Service Principals/Enterprise Applications, and GCP Service Accounts
• Advanced troubleshooting with HTTP debugging, analyzing HAR traces, and reading Go or TypeScript stack traces
• Strong observability instincts with hands‑on experience utilizing enterprise logging and SIEM solutions (such as Datadog or Splunk)
• Fluent in SQL, JSON, YAML, and HCL