PUNE · FULLTIME
Technical Support Engineer
Gurucul Solutions
Pune · onsite · Posted 50d ago
Sourced from
₹4.5L - ₹10.0L PA4–9 yrsfulltimePune
About a minute. You'll make an account on the way through.
agent · working
- Read this posting0.6s
- Found the form on Naukri · 9 questions to answer1.7s
- Decided the answers for all of them3.2s
- Tailor your résumé to this role
- Waiting for you
Section · 01
About this role
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
Required Skills & Experience
Work Schedule
Preferred Qualifications
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.
- 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
Sourced from naukri
Section · 02
Skills
Technical Supportamazon web servicesCustomer InteractionPythonSQLLinux