Senior Technical Support Engineer

🔥 3 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cyera

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Cyera is a pioneering company focused on data security for enterprises, particularly in the realm of data discovery and risk management. Their innovative platform is designed to help businesses secure their data by providing critical insights into what data they have, where it's stored, who can access it, and identifying potential risks. Cyera offers a comprehensive suite of services including Data Security Platform Modules, Data Loss Prevention, Identity Access management, and Data Breach Readiness. The company's solutions facilitate compliance, minimize data breach impacts, and support business growth through secure data initiatives. Trusted by enterprises across various industries, Cyera empowers companies with speed and precision to protect their valuable data assets.

📋 Description

• Investigate and resolve complex product-focused technical support issues • Troubleshoot enterprise architectures across AI security, data discovery, classification, DLP workflows, and access analysis • Own support tickets from initial discovery through resolution as the primary technical authority • Reproduce issues, validate workarounds, improve escalation quality, and reduce repeat issues through documentation and product feedback • Write scripts and build diagnostic utilities to automate troubleshooting, log parsing, and investigations • Partner with Product, Engineering, DevOps, and OCTO teams on root-cause analyses and systemic platform issues • Create reusable runbooks and technical guides while maintaining accurate, actionable, and auditable case records • Integrate AI tools and agents into troubleshooting workflows and refine custom prompts • Advocate for customers and communicate with technical teams and executive stakeholders • Mentor Tier 1 engineers on troubleshooting, ticket hygiene, and escalation protocols

🎯 Requirements

• Associate degree or equivalent practical experience required • Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field preferred • 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role • Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms • Hands-on experience with ticketing and escalation workflows using tools such as Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems • Working 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 • Strong troubleshooting skills with ability to investigate complex issues from intake through resolution, reproduce problems, isolate root cause, document findings, and drive timely outcomes across internal teams • Strong written and verbal communication skills • Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency • Ability to work autonomously in ambiguous situations • Willingness to participate in evening, weekend, holiday, or on-call coverage • Experience with scripting languages such as Python, Bash, or PowerShell and automating diagnostic workflows or log parsing • OS-level support for Windows and macOS endpoints, including MSI/agent installs via command line with OTP and deployment through Intune, Jamf, or SCCM • Experience configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar • Understanding of local policy manifests, cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting • Familiarity with classic and AI-specific DLP policies • Ability to read agent logs, workstation file paths, and data-scan results • Awareness of Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts • Experience analyzing logs, inspecting APIs and web services, working with SQL, and writing RCA summaries and runbooks • Preferred experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection • Preferred 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 improving technical support workflows

🏖️ Benefits

• Ability to work remotely, with office setup reimbursement • Competitive salary • Unlimited PTO • Paid holidays and sick time • Health, vision, and dental insurance • Life, short and long-term disability insurance • Potential merit increases based on individual or company performance, time in role, and other discretionary factors