Technical Support Engineer

Senior Technical Support Engineer – SIEM / UEBA

Role Summary
Seeking an experienced Technical Support Engineer to provide advanced support for
enterprise SIEM/UEBA platforms. The role requires strong troubleshooting skills,
customer focus, and the ability to drive complex issues to resolution while collaborating
with Support, Product, Engineering, and customer stakeholders.

Key Responsibilities

• Own customer cases end-to-end, ensuring timely resolution and adherence to SLAs.
• Troubleshoot complex issues across SIEM/UEBA platforms, including log ingestion, parsers, APIs, syslog, analytics, and integrations.
• Investigate alerts, correlation rules, behavioral analytics, and risk-scoring models to identify root causes.
• Collaborate with Product and Engineering teams on escalations, defect tracking, and product improvements.
• Create and maintain knowledge articles, troubleshooting guides, and support documentation.
• Mentor junior engineers and contribute to process improvements, automation, and operational excellence.
• Ensure thorough case ownership, quality handovers, and accurate customer communications across shifts.

Required Skills & Experience

• 5+ years of experience in Technical Support, Security Operations, NOC, or L2/L3 Enterprise Support.
• Strong understanding of SIEM/UEBA technologies and security operations.
• Hands-on expertise with Linux, Windows Server, TCP/IP, DNS, firewalls, proxies, REST APIs, and scripting (Python/PowerShell).
• Experience with log analysis, troubleshooting, integrations, and databases (SQL/Elasticsearch/MongoDB).
• Strong analytical and problem-solving skills with a demonstrated ability to understand customer problems and drive them to resolution.
• Excellent verbal and written communication skills with the confidence to engage effectively with all levels of the organization, including senior leadership, engineering teams, and customer stakeholders.
• Customer-centric mindset with a focus on ownership, accountability, and delivering an exceptional support experience.
• Strong understanding of support operations, shift handovers, case management, SLAs, KPIs, and operational metrics.

Work Schedule

• Participate in a 24x7 rotational support model.
• 5 working days followed by 2 days off, based on shift schedules.
• Willingness to work weekends, holidays, and on-call rotations as required.

Preferred Qualifications

• B.Tech in Computer Science, Information Technology, or an equivalent engineering discipline.
• Experience SIEM platforms.
• Exposure to cloud-native security platforms and security analytics.
• Knowledge of automation and support tooling.

Success Metrics (KPIs)

• SLA Compliance >98%
• Strong CSAT and customer experience scores
• Reduced MTTR (Mean Time to Resolution)
• Low ticket re-open and escalation rates
• Effective shift handovers and queue management
• High quality case documentation and knowledge contributions
• Continuous improvement in support efficiency, ticket deflection, and operational excellence