Senior Technical Support Engineer – Korea

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

📋 Description

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

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

• Diagnose network security, IDS/IPS, endpoint, and cloud telemetry challenges.

• Address performance, scalability, and data integrity problems.

• Participate in the support ticket rotation, including on-call and weekend responsibilities.

• Conduct root cause analysis (RCA) and ensure that corrective and preventive measures are established.

• Interact directly with customers during Severity 1 or business-impacting incidents.

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

• Set expectations, deliver status updates, and facilitate incident resolution calls.

• 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 insights from customer issues to drive product enhancements.

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

⛳️ Requirements

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

• Comprehensive understanding of network protocols (TCP/IP, DNS, HTTP, Syslog).

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

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

• Hands-on experience with cloud platforms (AWS, Azure, GCP).

• Practical experience with security technologies (firewalls, IDS/IPS, EDR, IAM).

• Strong troubleshooting capabilities across distributed systems.

• Experience in supporting enterprise or MSSP customers (preferred).

• Background in SOC operations or incident response (preferred).

• Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms (preferred).

• Experience working in 24×7 global support environments (preferred).

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

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

• Fluency in English is essential for this role.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and inclusive work environment.