Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex technical issues in a timely manner.
- Collaborate with engineering teams to address and escalate critical customer issues.
- Create and maintain detailed documentation for troubleshooting processes and solutions.
- Conduct training sessions and webinars for customers on product features and updates.
- Monitor and report on customer feedback to drive continuous improvement.
- Participate in on-call rotation for after-hours support.
- 5+ years of experience in technical support or a similar role.
- Proficiency in troubleshooting software and hardware issues.
- Strong understanding of networking concepts and protocols.
- Experience with customer support software and ticketing systems.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Excellent verbal and written communication skills.
- Familiarity with cloud platforms such as AWS or Azure (Preferred).
- Certification in ITIL or similar service management framework (Preferred).
Skills Required
- Associate degree or equivalent practical experience
- Bachelor degree in Computer Science, Information Systems, Engineering, Cybersecurity, or related technical field
- 3+ years of experience in technical support, support engineering, escalation support, SaaS support, or cybersecurity support
- Strong troubleshooting skills: investigate complex issues, reproduce problems, isolate root cause, and drive resolution
- Experience supporting enterprise cloud, SaaS, data security, data governance, or infrastructure platforms
- Hands-on experience with ticketing and escalation tools such as Zendesk, Jira, Salesforce, Confluence, Slack, or Teams
- 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
- Ability to prioritize work based on severity, customer impact, SLA risk, and business urgency
- Ability to work autonomously in ambiguous situations
- Willingness to participate in evening, weekend, holiday, or on-call coverage
- Experience in cybersecurity domains such as DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, or vulnerability management
- Hands-on experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, or enterprise identity providers
- Experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting
- Experience writing RCA summaries, defect reports, knowledge articles, runbooks, or escalation templates
- Experience mentoring junior support engineers or improving technical support workflows
Cyera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cyera and has not been reviewed or approved by Cyera.
-
Fair & Transparent Compensation — Pay is considered competitive across roles, with posted salary bands and strong base/OTE signals in key functions. Visible ranges and attractive totals in senior engineering and sales reinforce a compelling cash foundation.
-
Equity Value & Accessibility — Equity via RSUs/options is positioned as a meaningful part of total rewards with notable upside potential. An employee tender offer program enables liquidity on vested shares, improving practical access to equity value.
-
Wellbeing & Lifestyle Benefits — Perks span meal stipends, stocked kitchens, commuting support, wellness programs, and remote office reimbursements. Additional supports like learning stipends and flexible workspace memberships add everyday utility.
Cyera Insights
What We Do
Our platform gives organizations a complete view of where their data lives, how it’s used, and how to keep it safe, so they can reduce risk and unlock the full value of their data, wherever it is. Backed by more than $1.7 billion in funding from top-tier investors including Accel, Blackstone, Coatue, Cyberstarts, Georgian, Lightspeed, and Sequoia, Cyera’s unified data security platform helps businesses discover, secure, and leverage their most valuable asset - data - and eliminate blind spots, cut alert noise, and protect sensitive information across the cloud, SaaS, databases, AI ecosystems, and on-premise environments.
Why Work With Us
Cyera's culture focuses on growth - for our employees, for our customers, and for our business. Our team is a collaborative, empowering group of innovators looking to make a lasting impact. We offer flexible work options, an unlimited vacation policy, and are dedicated to making our team successful.
Gallery
