Technical Support Engineer

Description

WHO WE ARE

Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security.

THE OPPORTUNITY

We are searching for a highly skilled Technical Support Engineer to play a key role in customer support. This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises.

As a Technical Support Engineer, your primary duty is to execute and achieve the mission and objectives of the Support Center organization. In this role, you will provide exceptional support to our enterprise customers. You’ll work closely with internal teams to resolve complex issues, drive customer satisfaction, and develop strategies to ensure the highest levels of support and success for our largest, most strategic accounts.

This position is based in St. Louis, MO, and requires on-site presence in the office

RESPONSIBILITIES:

Technical Issue Resolution

• 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.

Customer Communication & Advocacy

• 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.

Documentation & Knowledge Sharing

• 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.

Cross-Functional Collaboration

• 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.

Continuous Improvement

• 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.

Team Collaboration & Development

• 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.

Requirements

REQUIRED QUALIFICATIONS:

• 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

Preferred Skills:

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

COMPENSATION INFORMATION: 

In addition to a standard benefits and equity package, we offer a generous salary. Final compensation will vary based on seniority and relevance of experience, location, and position requirements.

This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.​

BENEFITS - Why Cyera? 

• 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

Location Requirements
None