About The Role

Join our team as a Senior Technical Support Engineer, where you will play a crucial role in providing advanced technical support for our SIEM and cybersecurity platform in the US and LATAM regions. You will be responsible for handling customer escalations, complex troubleshooting, and ensuring operational excellence. This role requires strong technical expertise, excellent communication skills, and the ability to thrive in high-severity incident scenarios.

Act as the primary escalation point for critical and high-impact customer issues, leading hands-on troubleshooting for complex break-fix scenarios.
Drive root cause analysis (RCA) and ensure corrective and preventive actions are implemented, engaging directly with customers during Severity 1 incidents.
Work closely with Engineering, Product, DevOps, and SOC teams to advocate for supportability and operational readiness in new releases.
The ideal candidate has deep technical expertise and thrives in high-severity incident scenarios
Strong troubleshooting skills across distributed systems
Hands-on experience with:
Strong background in SIEM, cybersecurity, or large-scale observability platforms
Experience supporting enterprise or MSSP customers
Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms
]Preferred Qualifications:
Background in SOC operations or incident response
Network protocols (TCP/IP, DNS, HTTP, Syslog)
Cloud platforms (AWS, Azure, GCP)
Security technologies (firewalls, IDS/IPS, EDR, IAM)
SIEM architectures and log pipelines
Linux systems, troubleshooting, and performance tuning
Deep understanding of:
5+ years of experience in technical support, systems engineering, or security operations
Experience:
Experience operating in 24×7 global support environments
Log parsing and normalization (regex, JSON, CEF, LEEF)

This is an external listing. JobSpring does not represent or verify the employer. Report this listing