Sr. Technical Support Engineer
Senior Technical Support Engineer providing advanced escalation support and hands-on troubleshooting for a SIEM and cybersecurity platform, primarily for customers in Brazil. Requires 5+ years experience in technical support or security operations with deep expertise in SIEM, log pipelines, Linux, networking, and cloud platforms.
About the job
Technical & Escalation Management
- 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; network security, IDS/IPS, endpoint, and cloud telemetry; performance, scalability, and data integrity 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.
Customer Engagement
- 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.
Cross-Functional Collaboration
- 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.
Requirements
Technical Skills:
- Deep understanding of SIEM architectures and log pipelines.
- Network protocols (TCP/IP, DNS, HTTP, Syslog).
- Linux systems, troubleshooting, and performance tuning.
- Hands-on experience with log parsing and normalization (regex, JSON, CEF, LEEF).
- Cloud platforms (AWS, Azure, GCP).
- Security technologies (firewalls, IDS/IPS, EDR, IAM).
- Strong troubleshooting skills across distributed systems.
Preferred Qualifications:
- 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.
Experience:
- 5+ years of experience in technical support, systems engineering, or security operations.
- Strong background in SIEM, cybersecurity, or large-scale observability platforms.
Benefits
- Pre-IPO Stock Options
- Medical, Dental & Vision care
- Life Insurance
- 401(k)
- Employee Assistance Program
- Employee Discount Program
- Paid time off
- Referral Program
- Rewards and Recognition Program
Skills
SIEM, Log Parsing, Linux, TCP/IP, AWS, Azure, GCP, Ids/Ips, Edr, Elasticsearch, Kafka, Kubernetes, Regex, Syslog
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