Sr 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