Senior Technical Support Engineer

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

📋 Description

• Serve as the main escalation contact for critical and high-impact customer issues.

• Lead hands-on troubleshooting for intricate break-fix scenarios involving:

• - SIEM pipelines, log ingestion, parsing, normalization.

• - Network security, IDS/IPS, endpoint, and cloud telemetry.

• - Performance, scalability, and data integrity challenges.

• Participate actively in support ticket rotation, including on-call and weekend duties.

• Drive root cause analysis (RCA) and ensure the implementation of corrective and preventive measures.

• Engage directly with customers during Severity 1/business-impacting incidents.

• Communicate effectively and confidently with security teams, architects, and leadership.

• Set expectations, deliver status updates, and lead incident resolution discussions.

• 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 releases.

• Provide customer issue feedback to drive product enhancements.

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

⛳️ Requirements

• In-depth understanding of:

• - SIEM architectures and log pipelines.

• - Network protocols (TCP/IP, DNS, HTTP, Syslog).

• - Linux systems, troubleshooting, and performance optimization.

• 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 abilities 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 technologies.

• - Experience working in 24×7 global support environments.

• Experience:

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

• - Strong expertise 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.