C
Cyera
Senior Technical Support Engineer (United States)
Skills
SQL QueriesPythonRCybersecurityAIGitHubJiraSalesforceServiceNow
6 days ago
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Important information
Contract type:
Permanent
Location:
Chicago, IL, USA
Work mode:
Onsite
Published on:
15 October 2026
What they need
- 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 Salesforce
- 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)
- 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
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