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

Work arrangement
No