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Cyera

Senior Technical Support Engineer

Cyera

. Investigate and resolve complex technical support issues within defined product domains .

Posted 10/16/2026full-timeDallas • Texas • United StatesSenior💰 $90,000 - $145,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in technical support and troubleshooting within SaaS and cybersecurity environments, with strong capabilities in scripting, automation, and log analysis. Proficient in collaborating with cross-functional teams to resolve complex issues and improve support processes.

Highest-signal resume keywords
Python ScriptingTechnical Support EngineeringLog AnalysisWindows And macOS SupportZendesk Ticket Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
PythonBashPowerShellLog ParsingSQLRCA SummariesDLP WorkflowsAgent Logs AnalysisCommand Line MSI/Agent InstallsAI-Specific DLP Policies
Soft Skills
Exceptional Communication SkillsMentoringAutonomous WorkPrioritizationCustomer Advocacy
Tools & Technologies
ZendeskServiceNowJiraSalesforceIntuneJamfSCCMCrowdStrikeMicrosoft DefenderSentinelOne
Industry Keywords
SaaSCybersecurityTechnical SupportEscalation SupportDLPAI SecurityData DiscoveryAccess AnalysisEndpoint SecurityPolicy Evaluation

Tech Stack

Tools & technologies
CloudCyber SecurityJamfMacOSPythonServiceNowSQL

About the role

Key responsibilities & impact
  • Investigate and resolve complex technical support issues within defined product domains
  • Deep-dive into enterprise architectures across AI security, data discovery, classification, DLP workflows, and access analysis
  • Own support tickets from initial discovery through resolution
  • Reproduce issues and validate workarounds
  • Write scripts and build diagnostic utilities to automate troubleshooting and log parsing
  • Partner with Product, Engineering, DevOps, and OCTO teams on root-cause analyses and systemic platform issues
  • Create reusable runbooks and technical guides
  • Maintain accurate, actionable, and auditable case records
  • Integrate AI tools and agents into troubleshooting workflows and refine custom prompts
  • Advocate for customers and communicate with technical teams and executive stakeholders
  • Mentor Tier 1 engineers on troubleshooting, ticket hygiene, and escalation protocols
  • Provide product feedback and improve escalation quality to reduce repeat issues

Requirements

What you’ll need
  • Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field, or Associate degree with equivalent practical experience
  • 5+ years in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity
  • Hands-on experience with Python, Bash, or PowerShell scripting
  • Experience automating diagnostic workflows or log parsing
  • OS-level support skills for Windows and macOS endpoints
  • Experience with manual MSI/agent installs via command line with OTP
  • Experience deploying through Intune, Jamf, or SCCM
  • Experience configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar
  • Understanding of local policy manifests versus cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting
  • Familiarity with classic DLP channels including USB/removable media, network shares, printing, clipboard, and virtual drives
  • Familiarity with AI-specific DLP policies including sensitive data leak, PCI/PII/PHI, prompt injection, and unauthorized data access
  • Ability to read agent logs, workstation file paths, and data-scan results
  • Awareness of Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts
  • Strong ability to analyze logs, inspect APIs and web services, work with SQL, and write RCA summaries and runbooks
  • Direct experience managing tickets and escalations in Zendesk, ServiceNow, Jira, or Salesforce
  • Exceptional written and verbal communication skills
  • Ability to work autonomously in ambiguous scenarios and prioritize high-volume workloads based on SLAs, urgency, and customer impact
  • Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays as business needs require

Benefits

Comp & perks
  • Ability to work remotely, with office setup reimbursement
  • Unlimited PTO
  • Paid holidays and sick time
  • Health, vision, and dental insurance
  • Life, short and long-term disability insurance
  • Potential merit increases based on individual or company performance, time in role, and other discretionary factors