Senior Technical Support Engineer – SIEM / UEBARole SummarySeeking an experienced Technical Support Engineer to provide advanced support for enterpriseSIEM/UEBA platforms. The role requires solid troubleshooting skills, customer focus, and theability 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 identifyroot causes.● Collaborate with Product and Engineering teams on escalations, defect tracking, and productimprovements.● Create and maintain knowledge articles, troubleshooting guides, and support documentation.● Mentor junior engineers and contribute to process improvements, automation, andoperational excellence.● Ensure thorough case ownership, quality handovers, and accurate customercommunications across shifts.Required Skills & Experience● 5+ years of experience in Technical Support, Security Operations, NOC, or L2/L3 EnterpriseSupport.● Strong understanding of SIEM/UEBA technologies and security operations.● Hands-on expertise with Linux, Windows Server, TCP/IP, DNS, firewalls, proxies, RESTAPIs, 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 understandcustomer problems and drive them to resolution.● Excellent verbal and written communication skills with the confidence to engage effectivelywith all levels of the organization, including senior leadership, engineering teams, andcustomer stakeholders.● Customer-centric mindset with a focus on ownership, accountability, and delivering anexceptional 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 engineeringdiscipline.● 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

📌 Sr Technical Support Engineer (Gandhinagar)
🏢 Gurucul
📍 Gandhinagar