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