Technical Support Engineering Manager

Technical Support Engineering Manager

Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera's mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. 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 security.

We are seeking a highly technical and engineering-driven Technical Support Engineering Manager to lead and elevate our Support organization. This leader will combine deep technical expertise with strong people leadership to build a world-class technical support function capable of troubleshooting complex, distributed cloud systems and partnering closely with Engineering to continuously improve product quality and customer outcomes.

This position reports to the VP of Technical Support and requires on-site presence in St. Louis, MO.

Key Attributes of the Role:

• Has hands-on engineering experience
• Understands distributed systems and cloud-native architectures
• Can read logs, interpret stack traces, and analyze system behavior
• Is comfortable working alongside R&D to drive root-cause resolution
• Builds technical credibility with enterprise security and infrastructure teams

The Technical Support Engineering Manager will lead a team of highly technical support engineers responsible for diagnosing, troubleshooting, and resolving complex product issues across cloud, data, and security environments. This is not a traditional support management role.

You will be responsible for raising the technical bar of the organization while ensuring operational excellence, customer trust, and strong cross-functional alignment with Product and Engineering.

Responsibilities:

Technical Leadership:

• Lead a team of Technical Support Engineers handling advanced troubleshooting across cloud environments (AWS/Azure/GCP), APIs, data pipelines, and enterprise integrations.
• Serve as the highest-level escalation point for complex technical cases.
• Drive root-cause analysis (RCA) for critical incidents and systemic product issues.
• Partner with Engineering on bug triage, defect prioritization, and long-term fixes.
• Establish technical standards for case handling, diagnostics, and escalation workflows.
• Ensure technical enablement of Subject Matter Experts through lab environments, sandbox systems, and reproducible test cases.
• Lead internal technical reviews of recurring issues to identify architectural or product improvements.

Engineering Partnership & Product Feedback Loop:

• Act as the bridge between Support and Engineering.
• Participate in bug triage sessions and sprint planning as the voice of customer impact.
• Identify patterns in technical cases and proactively escalate product gaps.
• Collaborate with Product and Technical Writing to improve documentation and reduce ticket volume through better self-service resources.

Operational and Service Excellence:

• Develop and optimize processes that improve time-to-diagnosis and time-to-resolution for complex issues.
• Track Support KPIs (CSAT, CES, MTTR, Escalation Rate, FRT, FCR)
• Implement structured RCA processes and post-incident reviews.
• Oversee technical training programs to elevate team capability in debugging, scripting, and systems analysis.
• Plan and lead internal trend analysis focused on systemic issue reduction.

Team Development:

• Recruit, mentor, and develop highly technical support engineers.
• Create technical career paths within Support (e.g., Tier 3, Escalation Engineer, Product Liaison).
• Foster a culture of ownership, analytical rigor, and continuous improvement.
• Instill and cultivate a proactive problem-solving mindset over reactive ticket handling.

Required Qualifications:

Required Technical Background:

• Bachelor's degree in Computer Science, Engineering, or equivalent technical experience.
• 5+ years in a technical support, support engineering, DevOps, SRE, or software engineering role.
• 2+ years leading or mentoring technical teams.
• Strong understanding of:
• Cloud platforms (AWS/Azure/GCP)
• Distributed systems and SaaS architectures
• APIs (REST), authentication (SSO, OAuth, SAML)
• Logging and monitoring tools
• Data stores (SQL/NoSQL) and data pipelines
• Ability to analyze logs, debug production issues, and identify systemic patterns.
• Experience collaborating directly with software development teams.

Preferred:

• Experience in cybersecurity or data security domains.
• Familiarity with containerization (Docker/Kubernetes).
• Scripting experience (Python, Bash, etc.).
• Experience in high-growth SaaS environments.
• Experience building or managing lab environments for technical validation.

Leadership Requirements:

• Technical credibility with enterprise IT and security stakeholders.
• Strong systems thinking and structured problem-solving.
• Ability to balance operational responsiveness with long-term product improvement.
• Data-driven decision-making.
• Comfort operating in ambiguity and scaling processes in a high-growth environment.

Compensation Range: $140,000-$160,000.

The range represents total compensation, and may include incentive for sales roles, equity or benefits, as applicable.

This compensation range represents Cyera's good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera's sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee's work experience, skills, and qualifications for the role, as well as the needs of Cyera's business and other operational considerations.

Final compensation will vary based on seniority and relevance of experience, location, and position requirements.

This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.

Benefits - Why Cyera?

• Ability to work remotely, with office setup reimbursement
• Competitive salary
• Unlimited PTO
• Paid holidays and sick time
• Health, vision, and dental insurance
• Life, short and long-term disability insurance