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

• 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