Technical Support Engineering Manager

Cyera•St. Louis, MO

6d•Onsite

About The Position

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 Head of Support and Customer Success Operations and requires on-site presence in St. Louis, MO. 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. We are looking for someone who: ● 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 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.

Requirements

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.

Nice To Haves

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.
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.

Responsibilities

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.
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.
Build and refine processes that improve time-to-diagnosis and time-to-resolution for complex issues.
Define and track technical KPIs (MTTR, escalation rates, defect density, recurrence rate, severity trends).
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 “bug-a-thons” focused on systemic issue reduction.
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.
Promote engineering-level thinking within Support rather than reactive ticket handling.