Senior Technical Support Engineer
Provides advanced technical support for a cybersecurity SIEM platform serving the Japan market, handling escalations, complex troubleshooting, incident response, and customer communications. Requires 5+ years in technical support, systems engineering, or security operations with strong SIEM and distributed-systems expertise.
About the job
Responsibilities
Technical & Escalation Management
- Act as the primary escalation point for critical and high-impact customer issues.
- Lead hands-on troubleshooting for complex break-fix scenarios involving:
- SIEM pipelines, log ingestion, parsing, and normalization
- Network security, IDS/IPS, endpoint, and cloud telemetry
- Performance, scalability, and data integrity issues
- Participate 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 and business-impacting incidents.
- Communicate clearly 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.
- Knowledge of network protocols, including TCP/IP, DNS, HTTP, and Syslog.
- Experience with Linux systems, troubleshooting, and performance tuning.
- Hands-on experience with log parsing and normalization, including regex, JSON, CEF, and LEEF.
- Experience with cloud platforms such as AWS, Azure, and GCP.
- Experience with security technologies including firewalls, IDS/IPS, EDR, and IAM.
- Strong troubleshooting skills across distributed systems.
Experience
- 5+ years of experience in technical support, systems engineering, or security operations.
- Strong background in SIEM, cybersecurity, or large-scale observability platforms.
Nice-to-Haves
- 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.
Skills
SIEM, Log Ingestion, Log Parsing, Regex, JSON, Cef, Leef, TCP/IP, DNS, Http, Syslog, Linux, AWS, Azure, GCP
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