Senior Technical Support Engineer

Cyera
Chicago
Workplace: HybridFull timeUSD 90,000 - 110,000Function: Customer Support (Service Desk)Experience: 3+ yearsEducation: associatesSkills: ["Customer communication","Troubleshooting","Root cause analysis","Documentation","Cross-functional collaboration"]

Provide product-focused technical resolution for complex customer issues by investigating, reproducing, and validating workarounds within defined product domains. Own escalated Tier 1 cases through resolution or clean escalation to Tier 3, troubleshoot areas like data discovery, classification, permissions, DLP workflows, and AI security, and maintain disciplined updates across Zendesk, Jira, Salesforce, and Confluence. Mentor Tier 1 engineers and improve support quality through documentation and product feedback.

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FursaFursa
Cyera
Cyera
1 month ago

Senior Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: Just nowStatus: Live

Job Summary

Provide product-focused technical resolution for complex customer issues by investigating, reproducing, and validating workarounds within defined product domains. Own escalated Tier 1 cases through resolution or clean escalation to Tier 3, troubleshoot areas like data discovery, classification, permissions, DLP workflows, and AI security, and maintain disciplined updates across Zendesk, Jira, Salesforce, and Confluence. Mentor Tier 1 engineers and improve support quality through documentation and product feedback.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide customer-first, responsive technical support and set accurate expectations throughout the issue lifecycle.
  • •Own escalated technical cases from Tier 1, driving investigation, resolution, workaround, or clean escalation to Tier 3.
  • •Diagnose and troubleshoot complex product behavior involving data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows.
  • •Reproduce issues when possible, analyze logs and system behavior, validate configurations, and isolate likely root cause.
  • •Maintain disciplined updates in Zendesk/Jira/Salesforce/Confluence and prepare high-quality Tier 3 or Engineering escalations with technical evidence, reproduction steps, and impact details.

Pay and Benefits

Salary: USD 90,000 - 110,000
Perks:Paid LeaveHealth InsuranceVisionDental

Key Requirements

  • •Associate degree or equivalent practical experience; bachelor’s 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 another technical customer-facing role.
  • •Strong troubleshooting skills: investigate complex issues end-to-end, reproduce problems, isolate root cause, document findings, and drive timely resolution.
  • •Experience supporting enterprise cloud/SaaS and data security/cybersecurity/data governance or infrastructure platforms.
  • •Hands-on ticketing/escalation workflows using tools like Zendesk, Jira, Salesforce, Confluence, Slack, Teams; working knowledge of SQL, APIs, logs, scripting concepts, authentication, and permissions.
Experience:3+ yearsSaaSCybersecurityData securityData governanceEnterprise cloud
Education:Associate's
Skills:Customer communicationTroubleshootingRoot cause analysisDocumentationCross-functional collaboration
Tech Stack:ZendeskJiraSalesforceConfluenceSlackTeamsSQLAPIsAWSAzureGCPSSOSAMLOAuthSCIMRBAC

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
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