Senior Technical Support Engineer - US

Description Join Cyera as a Senior Technical Support Engineer in our Customer Success department, where you will leverage your expertise to provide top-tier technical support and ensure customer satisfaction.

Responsibilities

Provide advanced technical support to customers via phone, email, and chat. Diagnose and resolve complex technical issues in a timely manner. Collaborate with engineering teams to address and escalate critical customer issues. Create and maintain detailed documentation for troubleshooting processes and solutions. Conduct training sessions and webinars for customers on product features and updates. Monitor and report on customer feedback to drive continuous improvement. Participate in on-call rotation for after-hours support.

Requirements

5+ years of experience in technical support or a similar role. Proficiency in troubleshooting software and hardware issues. Strong understanding of networking concepts and protocols. Experience with customer support software and ticketing systems. Bachelor's degree in Computer Science, Information Technology, or a related field. Excellent verbal and written communication skills. Familiarity with cloud platforms such as AWS or Azure (Preferred). Certification in ITIL or similar service management framework (Preferred).