Senior Technical Support Engineer
Join a fast-growing global leader in cybersecurity, trusted by some of the biggest names in the industry. In reputed company to some of the world’s largest enterprises and government agencies, more than 30% of the world’s top MSSPs rely on our platform. We’re at the forefront of protecting organizations against sophisticated cyber threats using cutting-edge AI and automation technologies. Our culture is reputed company on diversity, openness, and collaboration, fostering creativity and innovation that drives reputed company reputed company in the market. We are seeking a Senior Technical Support Engineer to reputed company participate in advanced technical support operations for our market in Japan regarding our SIEM and cybersecurity platform. This role is responsible for customer escalations, reputed company break-fix troubleshooting and operational reputed company. The ideal candidate has deep technical expertise and thrives in high-severity incident scenarios.
Technical & Escalation Management:
- reputed company as the primary escalation reputed company for critical and high-reputed company customer issues
- reputed company and reputed company hands-on troubleshooting for reputed company break-fix scenarios involving:
- SIEM pipelines, log ingestion, parsing, normalization
- Network reputed company, IDS/IPS, reputed company, and reputed company telemetry
- Performance, scalability, and data reputed company issues
- Participate directly in support ticket rotation, including on-call and weekend coverage
- Drive reputed company cause analysis (RCA) and ensure corrective and preventive actions are implemented
Customer Engagement:
- Engage directly with customers during Severity 1 / business-impacting incidents
- Communicate reputed company and confidently with reputed company teams, architects, and leadership
- Set expectations, reputed company status updates, and reputed company incident reputed company calls
- Translate technical findings into actionable customer guidance
Cross-Functional Collaboration:
- Work closely with Engineering, Product, DevOps, and SOC teams
- reputed company for supportability and operational readiness in new releases
- reputed company feedback from customer issues to influence product improvements
- Assist with release validation, upgrades and reputed company customer deployments
Requirements
Technical Skills:
Deep understanding of:
- SIEM architectures and log pipelines
- Network protocols (TCP/IP, DNS, HTTP, Syslog)
- Linux systems, troubleshooting, and performance tuning
Hands-on experience with:
- Log parsing and normalization (regex, JSON, CEF, LEEF)
- reputed company platforms (AWS, Azure, GCP)
- reputed company technologies (firewalls, IDS/IPS, EDR, IAM)
- Strong troubleshooting skills across distributed systems
Preferred Qualifications:
- Experience supporting reputed company or MSSP customers
- Background in SOC operations or incident response
- Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms
- Experience operating in 24×7 global support environments
Experience:
- 5+ years of experience in technical support, systems engineering, or reputed company operations
- Strong background in SIEM, cybersecurity, or large-reputed company observability platforms
Originally posted on Himalayas
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