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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Engineer - **Company:** All Views LLC - **Location:** Creve Coeur, MO, United States (Remote available) - **Experience:** Expert - **Salary:** $90,000.0 - $110,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Application Programming Interfaces (APIs), Amazon Web Services, Confluence, JIRA, User Authentication, Microsoft Azure, Software Bug Management, Software as a Service, Cloud Computing, Cyber Security, Information Systems, Databases, Data Discovery, Data Governance, Data Security, DevOps, Identity and Access Management, OAuth, Role-Based Access Control, Standard Sql, Salesforce.Com, Security Assertion Markup Language (SAML), Security Information and Event Management, Single Sign-On, Systems Integration, Software Vulnerability Management, Web Services, Scripting, Google Cloud, HybridCloud, Bug Reporting, Information Technology, Slack, 3-tier Architectures, Zendesk - **Published:** July 23, 2026 - **Apply:** https://www.careerjet.com/job/us50eb9b33b31582bcc789ac2437bdceb1/eaa ## About the Role * Associate degree or equivalent practical experience required; bachelor degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field preferred. * 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role. * Strong troubleshooting skills with demonstrated ability to investigate complex issues from intake through resolution, reproduce problems, isolate root cause, document findings, and drive timely outcomes across internal teams. * Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms. * Hands-on experience with ticketing and escalation workflows using tools such as Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems. * Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting. * Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows. * Strong written and verbal communication skills, including the ability to explain technical findings clearly to customers and internal stakeholders. * Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency. * Ability to work autonomously in ambiguous situations, including issues with incomplete documentation or unclear ownership. * Willingness to participate in evening, weekend, holiday, or on-call coverage as business needs require., * Experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains. * Hands-on experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers. * Experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting. * Experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates. * Experience mentoring junior support engineers or improving technical support workflows. ## Description * Customer-first communication style, with the ability to create a positive support experience through responsiveness, clarity, patience, and accurate expectation-setting. * Strong customer ownership skills, with the ability to manage complex investigations while keeping customers informed on progress, blockers, workarounds, and next steps. * Own escalated technical cases from Tier 1 and drive them through investigation, resolution, workaround, or clean escalation to Tier 3. * Diagnose and troubleshoot complex product behavior related to data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, integrations, and remediation workflows. * Reproduce customer issues where possible, analyze logs and system behavior, validate configurations, and isolate likely root cause. * Develop and validate customer-safe workarounds for known issues, configuration gaps, or environmental constraints. * Collaborate with Tier 1 to improve intake quality, troubleshooting consistency, customer communication, and escalation readiness. * Prepare high-quality Tier 3 or Engineering escalations that include technical evidence, reproduction steps, logs, environment details, severity, priority, customer impact, suspected root cause, and requested next action. * Maintain disciplined updates in Zendesk, Jira, Salesforce, Confluence, or other systems of record, ensuring cases remain actionable and auditable. * Partner with Product, Engineering, DevOps, CSE, and OCTO to resolve product-impacting issues while keeping break/fix ownership clear. * Contribute to case reviews, backlog reviews, bug triage, incident follow-ups, and support readiness activities when relevant to active issues or recurring case patterns. * Identify product supportability gaps, documentation gaps, defect patterns, and recurring technical blockers, then provide actionable feedback to Product and Engineering. * Create and maintain troubleshooting guides, internal runbooks, known-issue documentation, escalation templates, and knowledge base articles. * Mentor Tier 1 engineers on technical troubleshooting, ticket hygiene, escalation criteria, and customer communication best practices. * Stay current on Cyera product releases, known issues, support procedures, and relevant technical domains. * Participate in on-call, weekend, holiday, or after-hours coverage for urgent support needs as required. ## Related Videos - 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