Cyera

22 hours ago

Senior Technical Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: 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: 4.8

Website LinkedIn Glassdoor

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Cyera

22 hours ago

Senior Technical Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

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

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: 4.8

Website LinkedIn Glassdoor