Senior Technical Support Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Serve as the main escalation point for critical and high-impact customer concerns.

• Lead and conduct hands-on troubleshooting for intricate break-fix scenarios involving SIEM pipelines, log ingestion, parsing, and normalization.

• Address issues related to network security, IDS/IPS, endpoint security, and cloud telemetry.

• Participate actively in the support ticket rotation, which includes on-call and weekend duties.

• Drive root cause analysis (RCA) and ensure that corrective and preventive measures are carried out.

• Engage directly with customers during Severity 1 incidents that impact business operations.

• Communicate clearly and assuredly with security teams, architects, and leadership.

• Set expectations, provide status updates, and lead calls for incident resolution.

• Convert technical findings into actionable guidance for customers.

• Collaborate closely with Engineering, Product, DevOps, and SOC teams.

• Advocate for supportability and operational readiness in new product releases.

• Offer feedback from customer issues to guide product enhancements.

• Assist with release validation, upgrades, and complex customer deployments.

⛳️ Requirements

• In-depth knowledge of SIEM architectures and log pipelines.

• Comprehensive understanding of network protocols including TCP/IP, DNS, HTTP, and Syslog.

• Profound knowledge of Linux systems, troubleshooting techniques, and performance optimization.

• Practical experience with log parsing and normalization techniques (regex, JSON, CEF, LEEF).

• Hands-on experience with cloud platforms such as AWS, Azure, and GCP.

• Practical knowledge of security technologies including firewalls, IDS/IPS, EDR, and IAM.

• Strong troubleshooting abilities across distributed systems.

• Experience in supporting enterprise or Managed Security Service Provider (MSSP) customers.

• Background in Security Operations Center (SOC) operations or incident response.

• Familiarity with platforms like Elasticsearch, Kafka, Kubernetes, or similar technologies.

• Experience in operating within 24×7 global support environments.

• Over 5 years of experience in technical support, systems engineering, or security operations.

• Strong background in SIEM, cybersecurity, or large-scale observability platforms.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous vacation and paid time off policies.

• Opportunities for professional development and training.

• Flexible work arrangements and a supportive work environment.