Senior Technical Support Engineer (United States)

Cyera; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Cyera seeks a Senior Technical Support Engineer to resolve highly complex issues across AI security, data discovery, and DLP workflows. You will own end-to-end troubleshooting from discovery to resolution, reproduce issues, and document consistent runbooks for scalable support.

You will mentor Tier 1 engineers, collaborate with Product, Engineering, and DevOps, and integrate AI-driven approaches to improve incident response and customer outcomes.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years in technical support or customer-facing technical roles.
• Experience with logs, forensics, and diagnostics.
• Familiarity with AI agent ecosystems (Claude, Copilot, Codex).
• Experience with endpoint security integrations (CrowdStrike, Defender, SentinelOne).
• Proficient scripting in Python, Bash, or PowerShell.
• Experience with Zendesk/ServiceNow/Jira/Salesforce for ticketing/escalation.
• Ability to analyze logs and data scans to identify root causes.

Responsibilities

• Provide product-focused technical resolution for issues requiring deep investigation.
• Own complex troubleshooting within product domains and reproduce issues.
• Create runbooks and knowledge artifacts to improve support quality.
• Partner with Product, Engineering, DevOps, and OCTO to feedback insights.
• Pioneer AI-driven support tools into troubleshooting workflows.
• Mentor Tier 1 engineers on troubleshooting, ticket hygiene, and escalation.
• Manage tickets from discovery to resolution and communicate with customers.

Skills

Technical troubleshooting

Root cause analysis

Scripting (Python/Bash/PowerShell)

Documentation

Cross-functional collaboration

Mentoring

Communication skills

Adaptability

On-call experience

AI tool integration

Education

Bachelor’s degree in CS/IS/Cybersecurity/Engineering

Tools

Zendesk

ServiceNow

Jira

Salesforce

Intune

Jamf

SCCM

Job description

• The Senior Technical Support Engineer provides product-focused technical resolution for issues that require deep investigation
• This role owns complex troubleshooting within defined product domains, reproduces issues, validates workarounds, improves escalation quality, and helps reduce repeat issues through documentation and product feedback
• Master complex technical challenges: Deep-dive into modern enterprise architectures across AI security, data discovery, classification, DLP workflows, and access analysis to solve high-stakes technical issues
• Drive complete technical ownership: Take full command of Support Tickets from initial discovery to resolution, acting as the primary technical authority and trusted advisor for our customers
• Engineer automation and internal tools: Write scripts and build custom diagnostic utilities to eliminate manual troubleshooting steps, streamline investigations, and scale team performance
• Drive product impact and cross-functional synergy: Partner with Product, Engineering, DevOps, and OCTO teams to feed real-world operational insights into the roadmap, deliver high-fidelity root cause analyses, and ensure efficient resolution of systemic platform issues
• Elevate documentation and knowledge standards: Scale institutional capability by architecting reusable runbooks and technical guides, while maintaining rigorous case management standards to ensure records remain accurate, actionable, and auditable
• Pioneer AI-driven support: Integrate modern AI tools and agents directly into daily troubleshooting workflows, refining custom prompts to continually accelerate case resolution and elevate support efficiency
• Champion customer success: Serve as a high-impact advocate for clients, managing relationships and representing the company with confidence when communicating with technical teams and executive stakeholders
• Mentor and elevate the team: Actively mentor Tier 1 engineers on technical troubleshooting, ticket hygiene, and escalation protocols to build a high-performance support culture

Adaptability: Demonstrated ability to work autonomously in ambiguous scenarios and prioritize high-volume workloads based on SLAs, urgency, and customer impact

Debugging/forensics skills: ability to read agent logs, workstation file paths, and data-scan results to troubleshoot “no alerts showing” or policy-not-applied issues (a recurring live-customer issue type)

Education: Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field (or Associate degree with equivalent practical experience)

AI agent/tool ecosystem familiarity: awareness of Claude (desktop/CLI/VS Code), Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts, since Endpoint’s newer “Agent Guardian” use case inspects local agent tool calls and file access

Execution & Communication: Exceptional written and verbal communication skills to translate complex technical findings for both non-technical customers and R&D engineers

Networking/troubleshooting fundamentals: understanding of local policy manifests vs. cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting, since customers frequently ask how often the endpoint talks back to Cyera and what IPs need to be whitelisted

Scripting & Automation: Hands‑on experience with scripting languages such as Python, Bash, or PowerShell, and experience automating diagnostic workflows or log parsing

AV/EDR exclusion configuration: experience configuring exclusions for CrowdStrike, Microsoft Defender, SentinelOne or similar, since the endpoint agent runs alongside these

Tooling: Direct experience managing tickets and escalations in enterprise platforms like Zendesk, ServiceNow, Jira, or SalesforceOS-level support skills for both Windows and macOS endpoints, including manual MSI/agent installs (e.g. Cyera-Endpoint-Installer) via command line with OTP, and deployment through MDM tools (Intune, Jamf, SCCM)

DLP domain knowledge: familiarity with classic DLP channels (USB/removable media, network shares, printing, clipboard, virtual drives) and AI-specific DLP policies (sensitive data leak, PCI/PII/PHI, prompt injection, unauthorized data access)

Experience: 5+ years in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity

Availability: Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays as business needs require

Technical Troubleshooting: Strong ability to analyze logs, inspect APIs and web services, work with SQL, and write root-cause analysis (RCA) summaries and runbooks