Senior Support Engineer, Identity Security - US

Description
WHO WE ARE

Come join the company at the center of how the world adopts AI securely. Cyera ’s mission is to give enterprises the confidence to embrace AI safely — deciding exactly what it can see and do as it reaches deeper into the business. We started by solving the hardest problem in data security: finding and securing data faster and more precisely than anyone thought possible. That foundation is now the essential AI trust infrastructure for the Fortune 1000. We’re hiring mission-driven talent to put those leaders at the center of our story.
THE OPPORTUNITY

We're hiring a Senior Support Engineer as a founding member of our Identity Customer Success organization. You'll be the technical lifeline for our most strategic enterprise accounts and help architect how the support function operates from day one.

This role sits at the intersection of deep technical expertise, identity security, and AI-driven workflow design. You'll diagnose the most complex issues across our customers' environments, help build the systems and processes the support team will run on for years, and partner with Product and Engineering as a trusted technical resource.

You’re a builder, not just a ticket-taker. If you want to inherit a mature support org and operate inside it, this may not be the right fit. But if you are excited about building a support function from the ground up, we’d love to talk.
RESPONSIBILITIES:

- Lead the end-to-end resolution of complex issues across our enterprise customer base - driving everything from initial triage and bug reproduction to root-cause analysis, technical fixes, and client-facing communication.

- Resolve complex issues across customer identity stacks in both SaaS and on-premise environments.

- Investigate distributed systems and data pipeline issues across our platform - debugging NXLog collectors, S3 ingestion pipelines, MongoDB query behaviors, asynchronous jobs, and Datadog logs.

- Partner with Product and Engineering as an equal stakeholder. Reproduce bugs cleanly, file high-quality, detailed engineering tickets, and quantify customer health signals to prioritize the right fixes.

- Build the support knowledge base from scratch - customer-facing troubleshooting guides, internal runbooks, and integration playbooks. Own critical escalations so customers leave a Sev-1 with more confidence in us than they had going in.

- You’ll get to build AI agents using Claude, Gemini, and MCP servers that automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon.

- Define SLAs, support KPI’s, escalation paths, on-call rotation, and internal workflows with TAMs, Solution Architects, and Engineering.

Who You Are

- You possess excellent organizational and analytical abilities, with a proven track record of remaining calm, articulate, and methodical during severe technical escalations or system outages.

- Attention to detail is a part of your MO. Nothing slips through the cracks with you, even under pressure. Sev-1s, escalations, fast-paced environments, and changing priorities don't phase you.

- You listen before you troubleshoot, solving for the customer rather than just trying to close a ticket.

- Cross-collaboration across different teams and stakeholders comes naturally to you, keeping customer success at the center of everything.

- Grounded in deep identity expertise, but always willing to learn what’s next.

- You are relentlessly results-oriented, working hand-in-hand to align customer success with company goals while maintaining the drive to deliver your best work when the stakes are high.

Requirements
REQUIRED QUALIFICATIONS:

- 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity.

- Direct background in identity security — IAM, PAM, IGA, or non-human identity — is required.

- Deep, hands-on experience working with core identity stacks (like Okta, Entra ID, or Active Directory), identity governance pla