Senior Support Engineer, Identity Security
New
C
CyeraIdentity security
United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity.
- Required Skills
- SQLDatadog
Requirements
- Have 6+ years of experience in technical support, solutions engineering, or customer-facing engineering within cybersecurity.
- Have a direct background in identity security, such as IAM, PAM, IGA, or non-human identity.
- Bring hands-on experience with identity stacks such as Okta, Entra ID, or Active Directory; identity governance platforms such as SailPoint; and PAM solutions such as CyberArk or BeyondTrust.
- Have working knowledge of AWS, GCP, and Azure IAM.
- Be fluent in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS.
- Have practical cloud security experience across AWS, Azure, and GCP, including role policies, trust relationships, Azure Service Principals and Enterprise Applications, and GCP Service Accounts.
- Understand service accounts, API keys, tokens, certificates, secrets rotation, ephemeral credentials, and JIT access.
- Have hands-on experience with HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, or GCP Secret Manager.
- Have hands-on experience with enterprise logging and SIEM solutions such as Datadog or Splunk.
- Be fluent in SQL, JSON, YAML, and HCL.
- Have advanced troubleshooting experience with HTTP debugging, HAR traces, and Go or TypeScript stack traces.
- Be comfortable integrating AI tools into daily support workflows, writing effective prompts, and collaborating with AI agents.
- Have strong relationship management and multi-channel communication skills, including the ability to communicate clearly under pressure with technical teams and executive stakeholders.
Responsibilities
- Lead end-to-end resolution of complex enterprise customer issues, from triage and bug reproduction through root-cause analysis, technical fixes, and customer communication.
- Resolve issues across customer identity stacks in SaaS and on-premise environments.
- Investigate distributed systems and data pipeline issues, including NXLog collectors, S3 ingestion pipelines, MongoDB query behavior, asynchronous jobs, and Datadog logs.
- Partner with Product and Engineering to reproduce bugs, write detailed engineering tickets, and quantify customer health signals.
- Build customer-facing troubleshooting guides, internal runbooks, and integration playbooks.
- Own critical escalations, including Sev-1 incidents.
- Build AI agents with Claude, Gemini, and MCP servers to automate triage, log analysis, and case routing across Slack, Linear, and Pylon.
- Define SLAs, support KPIs, escalation paths, on-call rotation, and internal workflows with TAMs, Solution Architects, and Engineering.
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