Sr. Technical Support Engineer, FedRAMP

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.

As the Senior Technical Support Engineer for our Federal market, you serve as the final line of technical resolution for our most highly regulated FedRAMP and DoD customers. This role requires deep investigation and complex troubleshooting within rigid security boundaries. You will reproduce issues without violating data privacy controls, validate workarounds that align with NIST/FedRAMP frameworks, and drive escalation quality. By elevating our secure documentation and feeding operational insights back to engineering, you will directly ensure the reliability and continuous compliance of our federal offerings.

• 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.

• Citizenship & Clearance (Non-Negotiable):
  Must be a U.S. Citizen. Must be able to successfully pass and maintain a federal background investigation (e.g., Public Trust) as required by federal agency customers.
• Location (Non-Negotiable):
  Must physically reside and work within the Continental United States (CONUS). Offshore or OCONUS remote work is prohibited for this role.
• Education:
  
  Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field (or an Associate degree with equivalent practical experience).
• Experience:
  
  5+ years in technical support, escalation engineering, or customer-facing technical roles within SaaS or cybersecurity, with explicit experience supporting Federal, DoD, or FedRAMP-authorized environments.
• FedRAMP & Compliance Domain Knowledge:
  Deep understanding of NIST SP 800-53 controls, FedRAMP Continuous Monitoring (Con Mon), and strict SLA remediation timelines. Direct experience in data security ecosystems (DSPM, IAM, SIEM, CASB,…