Senior Technical Support Engineer – US

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

Description

Come join the company at the center of how the world adopts AI securely. Cyera’s mission is to give enterprises the confidence to embrace AI safely – deciding exactly what it can see and do as it reaches deeper into the business. We started by solving the hardest problem in data security: finding and securing data faster and more precisely than anyone thought possible. That foundation is now the essential AI trust infrastructure for the Fortune 1000. We’re hiring mission-driven talent to put those leaders at the center of our story.

WHO WE ARE

Come join the company at the center of how the world adopts AI securely. Cyera’s mission is to give enterprises the confidence to embrace AI safely – deciding exactly what it can see and do as it reaches deeper into the business. We started by solving the hardest problem in data security: finding and securing data faster and more precisely than anyone thought possible. That foundation is now the essential AI trust infrastructure for the Fortune 1000. We’re hiring mission-driven talent to put those leaders at the center of our story.

THE OPPORTUNITY

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.

RESPONSIBILITIES:

• 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.

Requirements

• Must Have Education: Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field (or Associate degree with equivalent practical experience).
• Experience: 5 years in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity.
• Scripting & Automation: Hands-on experience with scripting languages such as Python, Bash, or PowerShell, and experience automating diagnostic workflows or log parsing.
• OS-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)
• AV/EDR exclusion configuration: experience configuring exclusions for CrowdStrike, Microsoft Defender, SentinelOne or similar, since the endpoint agent runs alongside these
• 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 listed
• 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)
• 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)
• 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
• Technical Troubleshooting: Strong ability to analyze logs, inspect APIs and web services, work with SQL, and write root-cause analysis (RCA) summaries and runbooks.
• Tooling: Direct experience managing tickets and escalations in enterprise platforms like Zendesk, ServiceNow, Jira, or Salesforce.
• Execution & Communication: Exceptional written and verbal communication skills to translate complex technical findings for both non-technical customers and R&D engineers.
• Adaptability: Demonstrated ability to work autonomously in ambiguous scenarios and prioritize high-volume workloads based on SLAs, urgency, and customer impact.
• Availability: Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays as business needs require.

COMPENSATION INFORMATION:

Compensation Range: $$90,000-$145,000.

The range represents total compensation, and may include incentive for sales roles, equity or benefits, as applicable.

This compensation range represents Cyera’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Cyera’s business and other operational considerations.

Final compensation will vary based on seniority and relevance of experience, location, and position requirements.

This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.

BENEFITS – Why Cyera?

• Ability to work remotely, with office setup reimbursement
• Unlimited PTO
• Paid holidays and sick time
• Health, vision, and dental insurance
• Life, short and long-term disability insurance