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 robust 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

📌 Technical Support Engineer (Pune)
🏢 gurucul solutions
📍 Pune