Senior Technical Support Engineer

Job Summary

Engaging directly with customers during critical incidents, the full-time Senior Technical Support Engineer will manage escalations, perform complex troubleshooting, and collaborate with cross-functional teams in a remote environment.

Key responsibilities

• Act as the primary escalation point for critical customer issues and lead hands-on troubleshooting for complex scenarios
• Engage with customers during high-impact incidents, providing clear communication and guidance throughout the resolution process
• Collaborate with Engineering, Product, DevOps, and SOC teams to advocate for supportability and influence product improvements

Required qualifications

• 5+ years of experience in technical support, systems engineering, or security operations
• Deep understanding of SIEM architectures, log pipelines, and network protocols (TCP/IP, DNS, HTTP, Syslog)
• Hands-on experience with log parsing, cloud platforms (AWS, Azure, GCP), and security technologies (firewalls, IDS/IPS, EDR, IAM)
• Strong troubleshooting skills across distributed systems
• Experience supporting enterprise or MSSP customers is preferred