Senior Support Engineer (Identity Security)

Join our team as a Senior Support Engineer in the Identity Security sector. As a founding member of our Identity Customer Success organization, you will be the technical lifeline for our most strategic enterprise accounts. You will diagnose complex issues, build support systems and processes, and partner with Product and Engineering. This role requires deep technical expertise, a background in identity security, and a passion for customer success.

• Lead the end-to-end resolution of complex issues across enterprise customer accounts, driving everything from initial triage to root-cause analysis.
• Build the support knowledge base from scratch, including customer-facing troubleshooting guides, internal runbooks, and integration playbooks.
• Partner with Product and Engineering as an equal stakeholder, reproducing bugs cleanly, filing high-quality engineering tickets, and prioritizing fixes.
• 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
• 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
• 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
• 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
• Cross-collaboration across different teams and stakeholders comes naturally to you, keeping customer success at the center of everything
• Direct background in identity security — IAM, PAM, IGA, or non-human identity — is required
• 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity
• Working knowledge of service accounts, API keys, tokens, certificates, secrets rotation, ephemeral credentials, and JIT access. Hands-on with HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, or GCP Secret Manager
• A genuine passion for advocating for customer success within a complex, fast-paced technical environment. Exceptional relationship management and multi-channel communication skills, with the ability to represent Cyera confidently and clearly under pressure to both technical teams and executive stakeholders
• Deep, hands-on experience working with core identity stacks (like Okta, Entra ID, or Active Directory), identity governance platforms (like SailPoint), and PAM solutions (like CyberArk or BeyondTrust)
• Working knowledge of AWS, GCP, and Azure IAM. Strong fluency in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS — you can read a SAML response and tell me why it's failing
• Comfortable integrating AI tools directly into your daily support workflow. You know how to build effective prompts and collaborate with AI agents to constantly improve and speed up how we handle cases
• Practical experience with cloud security models across AWS, Azure, and GCP, including configured role policies, trust relationships, Azure Service Principals/Enterprise Applications, and GCP Service Accounts
• Advanced troubleshooting with HTTP debugging, analyzing HAR traces, and reading Go or TypeScript stack traces
• Strong observability instincts with hands-on experience utilizing enterprise logging and SIEM solutions (such as Datadog or Splunk). Fluent in SQL, JSON, YAML, and HCL