Senior Support Engineer, Identity Security

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the comprehensive resolution of intricate issues across the enterprise customer base, ranging from initial triage and bug replication to root-cause analysis, technical solutions, and communication with clients.

• Address complex problems related to customer identity stacks in both SaaS and on-premise environments.

• Examine distributed systems and data pipeline challenges within the platform, including NXLog collectors, S3 ingestion pipelines, MongoDB query behaviors, asynchronous jobs, and Datadog logs.

• Collaborate with Product and Engineering teams to replicate bugs, create detailed engineering tickets, and assess customer health signals to prioritize solutions.

• Develop the support knowledge base from the ground up, encompassing customer-facing troubleshooting guides, internal runbooks, and integration playbooks.

• Take ownership of critical escalations and enhance customer confidence following Sev-1 incidents.

• Create AI agents utilizing Claude, Gemini, and MCP servers to automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon.

• Establish SLAs, support KPIs, escalation pathways, on-call rotations, and internal workflows in collaboration with TAMs, Solution Architects, and Engineering.

⛳️ Requirements

• A minimum of 6 years in technical support, solutions engineering, or customer-facing engineering within the cybersecurity sector.

• A solid background in identity security — IAM, PAM, IGA, or non-human identity — is essential.

• Extensive, hands-on experience with core identity stacks such as Okta, Entra ID, or Active Directory.

• Familiarity with identity governance platforms like SailPoint.

• Experience with PAM solutions such as CyberArk or BeyondTrust.

• Working knowledge of AWS, GCP, and Azure IAM.

• Strong proficiency in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS.

• Experience with cloud security models across AWS, Azure, and GCP, including role policies, trust relationships, Azure Service Principals/Enterprise Applications, and GCP Service Accounts.

• Working knowledge of service accounts, API keys, tokens, certificates, secrets rotation, ephemeral credentials, and JIT access.

• Practical experience with HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, or GCP Secret Manager.

• Hands-on experience with enterprise logging and SIEM solutions such as Datadog or Splunk.

• Proficiency in SQL, JSON, YAML, and HCL.

• Advanced troubleshooting skills with HTTP debugging, analyzing HAR traces, and interpreting Go or TypeScript stack traces.

• Comfortable integrating AI tools into daily support processes; capable of creating effective prompts and collaborating with AI agents.

• Outstanding relationship management and multi-channel communication abilities.

• Ability to represent Cyera confidently and articulately under pressure to technical teams and executive stakeholders.

🏝️ Benefits

• Opportunity to work remotely, with reimbursement for office setup.

• Unlimited paid time off (PTO).

• Paid holidays and sick leave.

• Comprehensive health, vision, and dental insurance.

• Life insurance and short- and long-term disability coverage.

• Standard benefits package along with equity options.

• Potential for merit-based salary increases depending on individual or company performance, duration in the role, and other discretionary factors.