Senior Technical Support Engineer

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

📋 Description

• Deliver product-centric technical solutions for issues that necessitate thorough investigation.

• Manage intricate troubleshooting within specific product domains.

• Handle escalated technical cases from Tier 1 through investigation, resolution, workaround, or escalation to Tier 3.

• Analyze and troubleshoot complicated product behaviors associated with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows.

• Replicate customer issues, examine logs and system behavior, confirm configurations, and identify probable root causes.

• Create and verify customer-safe workarounds for known issues, configuration discrepancies, or environmental limitations.

• Collaborate with Tier 1 to enhance intake quality, consistency in troubleshooting, customer communication, and escalation readiness.

• Prepare comprehensive Tier 3 or Engineering escalations with technical evidence, reproduction steps, logs, environmental details, severity, priority, customer impact, suspected root cause, and recommended next actions.

• Keep records updated in Zendesk, Jira, Salesforce, Confluence, or other tracking systems.

• Collaborate with Product, Engineering, DevOps, CSE, and OCTO to address product-impacting issues.

• Engage in case reviews, backlog assessments, bug triage, incident follow-ups, and support readiness initiatives.

• Identify gaps in product supportability, documentation deficiencies, defect patterns, and recurring technical obstacles.

• Develop and maintain troubleshooting guides, internal runbooks, known-issue documentation, escalation templates, and knowledge base articles.

• Mentor Tier 1 engineers on technical troubleshooting, ticket management, escalation criteria, and customer communication.

• Stay informed about Cyera product releases, known issues, support procedures, and relevant technical fields.

• Participate in on-call, weekend, holiday, or after-hours coverage as necessary.

⛳️ Requirements

• An associate degree or equivalent practical experience is required.

• A bachelor's degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field is preferred.

• A minimum of 3 years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another customer-facing technical role.

• Strong troubleshooting abilities, including investigating complex issues from intake to resolution, reproducing problems, isolating root causes, documenting findings, and driving outcomes across internal teams.

• Experience in supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms.

• Hands-on experience with ticketing and escalation workflows using Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems.

• Proficient knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting.

• Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows.

• Excellent written and verbal communication skills, including the ability to clearly explain technical findings to customers and internal stakeholders.

• Capability to prioritize tasks based on severity, customer impact, technical complexity, SLA risk, and business urgency.

• Ability to work independently in ambiguous situations, including issues with incomplete documentation or unclear ownership.

• Willingness to be available for evening, weekend, holiday, or on-call coverage as business needs arise.

• Preferred: experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains.

• Preferred: practical experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers.

• Preferred: experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting.

• Preferred: experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates.

• Preferred: experience mentoring junior support engineers or enhancing technical support workflows.

🏝️ Benefits

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

• Competitive salary.

• Unlimited PTO.

• Paid holidays and sick leave.

• Health, vision, and dental insurance.

• Life insurance, along with short and long-term disability coverage.

• Potential merit increases based on individual or company performance, duration in role, and other discretionary considerations.