Senior Technical Support Engineer- Identity

Description:

About Cyera

Come join the company building the security operating model for the age of AI. AI has changed how data is used — and security must change with it. Cyera's mission is to empower businesses to accelerate AI Adoption by defining a holistic approach to securing AI - from data to access to model. Instead of perimeter controls and static policies, Cyera provides a unified control plane that understands relationships between data, access, and behaviors across humans, systems, and AI. 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 and AI security.

About the Role

We're hiring a Senior Support Engineer as a founding member of our Customer Success organization. You'll be the technical lifeline for Oasis's 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. Your work will directly shape customer retention, NPS, and Oasis's reputation, building what world class support looks like at the most trusted partner in non-human identity security.

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.

What You'll Do

• 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 the Oasis 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 Oasis 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.

What We're Looking For

• 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 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.
• 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.
• 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.
• 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. 
• Advanced troubleshooting with HTTP debugging, analyzing HAR traces, and reading Go or TypeScript stack traces.
• 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.
• 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 Oasis confidently and clearly under pressure to both technical teams and executive stakeholders.

Who You Are

Must Have

• 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.