Act as the primary escalation point for critical and high-impact customer issues
Lead and perform hands-on troubleshooting for complex break-fix scenarios involving SIEM pipelines, log ingestion, parsing, normalization
Address network security, IDS/IPS, endpoint, and cloud telemetry issues
Participate directly in support ticket rotation, including on-call and weekend coverage
Drive root cause analysis (RCA) and ensure corrective and preventive actions are implemented
Engage directly with customers during Severity 1 / business-impacting incidents
Communicate clearly and confidently with security teams, architects, and leadership
Set expectations, provide status updates, and lead incident resolution calls
Translate technical findings into actionable customer guidance
Work closely with Engineering, Product, DevOps, and SOC teams
Advocate for supportability and operational readiness in new releases
Provide feedback from customer issues to influence product improvements
Assist with release validation, upgrades and complex customer deployments

Deep understanding of SIEM architectures and log pipelines
Deep understanding of network protocols (TCP/IP, DNS, HTTP, Syslog)
Deep understanding of Linux systems, troubleshooting, and performance tuning
Hands-on experience with log parsing and normalization (regex, JSON, CEF, LEEF)
Hands-on experience with cloud platforms (AWS, Azure, GCP)
Hands-on experience with security technologies (firewalls, IDS/IPS, EDR, IAM)
Strong troubleshooting skills across distributed systems
Experience supporting enterprise or MSSP customers
Background in SOC operations or incident response
Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms
Experience operating in 24×7 global support environments
5+ years of experience in technical support, systems engineering, or security operations
Strong background in SIEM, cybersecurity, or large-scale observability platforms

Senior Technical Support Engineer

Key skills