Senior Tech Support Engineer — Remote AI Troubleshooter
Cyera
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Benefits offered by this job
Job summary
Cyera is seeking a Senior Technical Support Engineer to own deep-dive troubleshooting for enterprise AI security, data discovery, and DLP workflows. You will resolve high-stakes issues, automate diagnostics, and collaborate with Product, Engineering, and DevOps to improve the platform.
Strong communication and mentoring are essential in this remote role based in the US. You will work with tickets end-to-end, craft runbooks, and drive operational excellence while delivering customer value and
Qualifications
- 5+ years in technical support or customer-facing technical roles in SaaS or cybersecurity.
- Strong troubleshooting from intake through resolution with root cause analysis.
Responsibilities
- Master complex technical challenges across AI security, data discovery, DLP workflows, and access analysis.
- Take full ownership of support tickets from discovery to resolution.
- Engineer automation and internal tools to reduce manual troubleshooting.
- Feed real-world insights to roadmap with cross-functional collaboration.
- Create runbooks and technical guides to scale support quality.
- Pioneer AI-driven support by integrating AI tools into workflows.
- Advocate for customers and communicate with technical and executive stakeholders.
- Mentor Tier 1 engineers on troubleshooting, ticket hygiene, and escalation.
Skills
Education
Tools
Job description
Cyera is seeking a Senior Technical Support Engineer to own deep-dive troubleshooting for enterprise AI security, data discovery, and DLP workflows. You will resolve high-stakes issues, automate diagnostics, and collaborate with Product, Engineering, and DevOps to improve the platform.
Strong communication and mentoring are essential in this remote role based in the US. You will work with tickets end-to-end, craft runbooks, and drive operational excellence while delivering customer value and
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