Senior Technical Support Engineer

Cyera
Tel Aviv
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: associatesSkills: ["Customer-first communication","Ownership","Patience","Clear communication","Autonomy"]

Provide product-focused technical resolution for complex issues requiring deep investigation. Own escalated cases, reproduce and troubleshoot problems across areas like data discovery, classification, permissions, DLP workflows, AI security, and integrations. Analyze logs and system behavior, validate configurations and customer-safe workarounds, and prepare high-quality Tier 3/engineering escalations with evidence. Maintain disciplined updates across support systems and mentor Tier 1 engineers while improving support processes and documentation.

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FursaFursa
Cyera
Cyera
1 day ago

Senior Technical Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide product-focused technical resolution for complex issues requiring deep investigation. Own escalated cases, reproduce and troubleshoot problems across areas like data discovery, classification, permissions, DLP workflows, AI security, and integrations. Analyze logs and system behavior, validate configurations and customer-safe workarounds, and prepare high-quality Tier 3/engineering escalations with evidence. Maintain disciplined updates across support systems and mentor Tier 1 engineers while improving support processes and documentation.
Location: Tel Aviv
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide customer-first communication and manage complex investigations while keeping customers informed on progress, blockers, workarounds, and next steps.
  • •Own escalated technical cases from Tier 1, driving them through investigation, resolution, workarounds, or clean escalation to Tier 3.
  • •Diagnose and troubleshoot complex product behavior across data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows.
  • •Reproduce issues where possible; analyze logs and system behavior; validate configurations; and isolate likely root cause.
  • •Maintain disciplined updates in Zendesk, Jira, Salesforce, Confluence, or other systems of record, and prepare high-quality Tier 3/engineering escalations with technical evidence and requested next actions.

Key Requirements

  • •Associate degree or equivalent practical experience; bachelor’s degree in Computer Science, Information Systems, Engineering, Cybersecurity, or related field preferred.
  • •3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or other technical customer-facing roles.
  • •Demonstrated troubleshooting ability: investigate complex issues, reproduce problems, isolate root cause, document findings, and drive timely outcomes.
  • •Experience supporting enterprise cloud, SaaS, data security/cybersecurity, data governance, or infrastructure platforms.
  • •Hands-on experience with ticketing/escalation workflows and tools such as Zendesk, Jira, Salesforce, Confluence, Slack, Teams (or similar).
Experience:3+ yearsSaaSCybersecurityData securityData governanceCloudEnterprise IT
Education:Associate's in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field
Skills:Customer-first communicationOwnershipPatienceClear communicationAutonomy
Tech Stack:ZendeskJiraSalesforceConfluenceSlackTeamsSQLAPIsLogsScriptingWeb servicesAuthenticationPermissionsSSOSAMLOAuthSCIMRBACService accountsAWS

Company Brief

Cyera
Provides an AI‑native data security platform that discovers, classifies, and protects sensitive data across cloud, SaaS, databases, AI systems and on‑prem environments to reduce risk and enable secure AI adoption.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series F
Headquarters: New York, United States
Founded: 2021
Glassdoor
Glassdoor: 4.8
WebsiteLinkedInGlassdoor