Senior Technical Support Engineer

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 3%

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

• Provide product-focused technical resolution for issues requiring deep investigation • Own complex troubleshooting within defined product domains • Own escalated technical cases from Tier 1 through investigation, resolution, workaround, or escalation to Tier 3 • Diagnose and troubleshoot complex product behavior related to data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows • Reproduce customer issues, analyze logs and system behavior, validate configurations, and isolate likely root causes • Develop and validate customer-safe workarounds for known issues, configuration gaps, or environmental constraints • Collaborate with Tier 1 to improve intake quality, troubleshooting consistency, customer communication, and escalation readiness • Prepare high-quality Tier 3 or Engineering escalations with technical evidence, reproduction steps, logs, environment details, severity, priority, customer impact, suspected root cause, and requested next action • Maintain updates in Zendesk, Jira, Salesforce, Confluence, or other systems of record • Partner with Product, Engineering, DevOps, CSE, and OCTO to resolve product-impacting issues • Contribute to case reviews, backlog reviews, bug triage, incident follow-ups, and support readiness activities • Identify product supportability gaps, documentation gaps, defect patterns, and recurring technical blockers • Create and maintain troubleshooting guides, internal runbooks, known-issue documentation, escalation templates, and knowledge base articles • Mentor Tier 1 engineers on technical troubleshooting, ticket hygiene, escalation criteria, and customer communication • Stay current on Cyera product releases, known issues, support procedures, and relevant technical domains • Participate in on-call, weekend, holiday, or after-hours coverage as required

🎯 Requirements

• Associate degree or equivalent practical experience required • Bachelor degree in Computer Science, Information Systems, Engineering, Cybersecurity, 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 • Strong troubleshooting skills, including investigating complex issues from intake through resolution, reproducing problems, isolating root cause, documenting findings, and driving outcomes across internal teams • Experience 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 • 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 written and verbal communication skills, including explaining technical findings clearly to customers and internal stakeholders • Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency • Ability to work autonomously in ambiguous situations, including issues with incomplete documentation or unclear ownership • Willingness to participate in evening, weekend, holiday, or on-call coverage as business needs require • Preferred: experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains • Preferred: hands-on 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