Senior Technical Support Engineer - US at Cyera in Dallas, TX

Job description

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 whitelisted DLP domain knowledge: familiarity with classic DLP channels (USB/removable media, network shares, printing, clipboard, virtual drives) and AI-specific DLP policies (sensiti