Sr. Technical Support Engineer

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