Senior Technical Support Engineer, Cyera

• 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 enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms
• Hands-on experience with ticketing and escalation workflows using tools such as Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems
• Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting
• Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows
• Strong written and verbal communication skills, including the ability to explain technical findings clearly to customers and internal stakeholders
• Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency
• Ability to work autonomously in ambiguous situations, including issues with incomplete documentation or unclear ownership
• Willingness to participate in evening, weekend, holiday, or on-call coverage as business needs require

Desirable

• 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
• 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