As a Senior Technical Support Engineer at Cyera in Chicago, you are spearheading the delivery of exceptional technical support to our customers, ensuring they maximize the potential of our AI trust infrastructure. This role matters because it directly contributes to the success of our mission to give enterprises the confidence to adopt AI securely, deciding exactly what it can see and do. By joining our team, you are becoming an integral part of the industry's shift towards secure AI adoption, working with Fortune 1000 companies to protect their most sensitive data. The impact and scope of this position are vast, with opportunities for growth and advancement as our company continues to expand its reach and innovate in the field of information security and data privacy. You are driving business growth, enhancing customer satisfaction, and advancing your career in a dynamic and rapidly evolving industry.

Your day-to-day responsibilities as a Senior Technical Support Engineer include:

• Providing expert technical support to customers, addressing complex issues related to our AI trust infrastructure and ensuring timely resolution


• Collaborating with our systems engineering team to troubleshoot and resolve system-level issues, leveraging your knowledge of classification algorithms and information security principles


• Developing and delivering training and documentation to enhance customer understanding and utilization of our products


• Working closely with our customer-facing teams to identify and prioritize customer needs, driving product improvements and enhancements


• Analyzing customer feedback and market trends to inform product development and strategy, ensuring our solutions remain at the forefront of the industry


• Participating in the development of knowledge base articles, FAQs, and other support materials to facilitate self-service support for our customers


• Engaging with our engineering teams to stay updated on new product features and technologies, applying this knowledge to improve support delivery and customer outcomes. You are utilizing your technical expertise in systems engineering, information security, and data privacy, combined with your soft skills in customer-facing roles, to deliver exceptional support and drive customer success. You are reporting to the Technical Support Manager and working closely with cross-functional teams, including sales, marketing