Senior Technical Support Engineer

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, Dev Ops, 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.

• 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 Power Shell, 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 Crowd Strike, Microsoft Defender, Sentinel One 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 allow listing, 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 (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, Git Hub 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, Service Now, 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…