Senior Technical Support Engineer

**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:** - Customer-first communication style, with the ability to create a positive support experience through responsiveness, clarity, patience, and accurate expectation-setting. - Strong customer ownership skills, with the ability to manage complex investigations while keeping customers informed on progress, blockers, workarounds, and next steps. - Own escalated technical cases from Tier 1 and drive them through investigation, resolution, workaround, or clean escalation to Tier 3. - Diagnose and troubleshoot complex product behavior related to data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows. - Reproduce customer issues where possible, analyze logs and system behavior, validate configurations, and isolate likely root cause. - Develop and validate customer-safe workarounds for known issues, configuration gaps, or environmental constraints. - Collaborate with Tier 1 to improve intake quality, troubleshooting consistency, customer communication, and escalation readiness. - Prepare high-quality Tier 3 or Engineering escalations that include technical evidence, reproduction steps, logs, environment details, severity, priority, customer impact, suspected root cause, and requested next action. - Maintain disciplined updates in Zendesk, Jira, Salesforce, Confluence, or other systems of record, ensuring cases remain actionable and auditable. - Partner with Product, Engineering, DevOps, CSE, and OCTO to resolve product-impacting issues while keeping break/fix ownership clear. - Contribute to case reviews, backlog reviews, bug triage, incident follow-ups, and support readiness activities when relevant to active issues or recurring case patterns. - Identify product supportability gaps, documentation gaps, defect patterns, and recurring technical blockers, then provide actionable feedback to Product and Engineering. - Create and maintain troubleshooting guides, internal runbooks, known-issue documentation, escalation templates, and knowledge base articles. - Mentor Tier 1 engineers on technical troubleshooting, ticket hygiene, escalation criteria, and customer communication best practices. - Stay current on Cyera product releases, known issues, support procedures, and relevant technical domains. - Participate in on-call, weekend, holiday, or after-hours coverage for urgent support needs as required. **REQUIRED QUALIFICATIONS:** - Associate degree or equivalent practical experience required; bachelor degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field preferred. - 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role. - Strong troubleshooting skills with demonstrated ability to investigate complex issues from intake through resolution, reproduce problems, isolate root cause, document findings, and drive timely outcomes across internal teams. - Experience supporting ente…