Technical Support Engineer

Summary

Cyera is a leading data security platform focused on empowering businesses to secure their data in the cloud era. The Technical Support Engineer will play a key role in providing exceptional support to enterprise customers, resolving complex technical issues, and collaborating with internal teams to enhance customer satisfaction.

Responsibilities

• Serve as the primary point of contact for customers seeking technical assistance through various channels (email, phone, chat, or ticketing system)
• Diagnose, troubleshoot, and resolve complex technical issues related to the company’s products and services
• Escalate unresolved issues to the appropriate internal teams (e.g., R&D, Product Management) and ensure timely resolution
• Provide clear, detailed, and empathetic communication to customers throughout the troubleshooting process
• Advocate for customers by documenting their challenges and collaborating with internal teams to address recurring issues
• Build trust and confidence by delivering consistent, high-quality support experiences
• Create and maintain detailed technical documentation, FAQs, and knowledge base articles to empower customers and improve self-service capabilities
• Share insights, best practices, and lessons learned with internal teams to enhance collective knowledge and support processes
• Contribute to internal training initiatives, ensuring team members stay up-to-date on the latest product features and support techniques
• Work closely with Product, Engineering, and Customer Success teams to align support efforts with product enhancements and customer needs
• Provide actionable feedback to the Product team to improve usability, performance, and overall customer satisfaction
• Support pre-sales and post-sales handoffs, ensuring smooth transitions for customers
• Identify trends and patterns in customer issues to proactively suggest improvements to products, processes, or documentation
• Participate in regular team reviews to refine workflows, tools, and metrics for support excellence
• Stay current with new product releases, features, and industry trends to provide the most effective support possible
• Document and share best practices both internally and externally to promote knowledge sharing and continuous improvement
• Mentor team members, providing guidance and support for their professional growth
• Contribute to hiring by participating in the interview process and supporting the onboarding of new team members
• Foster a positive, collaborative, and high-performing team culture at Cyera
• Have a positive impact on your team at Cyera

Skills

• Associates degree or equivalent experience required. Bachelor's degree in Computer Science or similar experience a plus
• Strong troubleshooting skills with experience in software support, including proficiency in relevant tools, technologies, or coding languages
• Demonstrated ability to deliver exceptional customer service with empathy and clarity
• Skilled at analyzing complex technical problems, identifying root causes, and delivering timely solutions
• Effective communicator who works well with cross-functional teams to address customer needs
• Highly motivated, resourceful, and committed to continuous learning and improvement
• A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment
• A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention
• Prior experience collaborating with Development teams
• Prior experience working in a software company in a technical customer-facing role
• Demonstrated track record of owning customer relationships
• A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty
• Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships
• A clear and concise verbal and written communicator, capable of conveying complex information effectively
• Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues
• Willing to assist with on-call evening and weekend support
• SQL, AWS, Azure, Zendesk
• Experience with SSO

Qualifications

Must Haves

• Associates degree or equivalent experience required. Bachelor's degree in Computer Science or similar experience a plus
• Strong troubleshooting skills with experience in software support, including proficiency in relevant tools, technologies, or coding languages
• Demonstrated ability to deliver exceptional customer service with empathy and clarity
• Skilled at analyzing complex technical problems, identifying root causes, and delivering timely solutions
• Effective communicator who works well with cross-functional teams to address customer needs
• Highly motivated, resourceful, and committed to continuous learning and improvement
• A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment
• A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention
• Prior experience collaborating with Development teams
• Prior experience working in a software company in a technical customer-facing role
• Demonstrated track record of owning customer relationships
• A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty
• Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships
• A clear and concise verbal and written communicator, capable of conveying complex information effectively
• Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues
• Willing to assist with on-call evening and weekend support

Nice to Haves

• SQL, AWS, Azure, Zendesk
• Experience with SSO

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