Job Description

Senior Technical Support Engineer – SIEM / UEBA

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Role Summary

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Seeking an experienced Technical Support Engineer to provide advanced support for enterprise

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SIEM/UEBA platforms. The role requires strong troubleshooting skills, customer focus, and the

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ability to drive complex issues to resolution while collaborating with Support, Product, Engineering,

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and customer stakeholders.

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Key Responsibilities

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● Own customer cases end-to-end, ensuring timely resolution and adherence to SLAs.

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● Troubleshoot complex issues across SIEM/UEBA platforms, including log ingestion, parsers,

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APIs, syslog, analytics, and integrations.

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● Investigate alerts, correlation rules, behavioral analytics, and risk-scoring models to identify

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root causes.

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● Collaborate with Product and Engineering teams on escalations, defect tracking, and product

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improvements.

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● Create and maintain knowledge articles, troubleshooting guides, and support documentation.

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● Mentor junior engineers and contribute to process improvements, automation, and

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operational excellence.

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● Ensure thorough case ownership, quality handovers, and accurate customer

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communications across shifts.

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Required Skills & Experience

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● 5+ years of experience in Technical Support, Security Operations, NOC, or L2/L3 Enterprise

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Support.

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● Robust understanding of SIEM/UEBA technologies and security operations.

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● Hands-on expertise with Linux, Windows Server, TCP/IP, DNS, firewalls, proxies, REST

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APIs, and scripting (Python/PowerShell).

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● Experience with log analysis, troubleshooting, integrations,



and databases

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(SQL/Elasticsearch/MongoDB).

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● Strong analytical and problem-solving skills with a demonstrated ability to understand

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customer problems and drive them to resolution.

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● Excellent verbal and written communication skills with the confidence to engage effectively

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with all levels of the organization, including senior leadership, engineering teams, and

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customer stakeholders.

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● Customer-centric mindset with a focus on ownership, accountability, and delivering an

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exceptional support experience.

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● Strong understanding of support operations, shift handovers, case management, SLAs,

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KPIs, and operational metrics.

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Work Schedule

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● Participate in a 24x7 rotational support model.

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● 5 working days followed by 2 days off, based on shift schedules.

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● Willingness to work weekends, holidays, and on-call rotations as required.

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Preferred Qualifications

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● B.Tech in Computer Science, Information Technology, or an equivalent engineering

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discipline.

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● Experience SIEM platforms.

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● Exposure to cloud-native security platforms and security analytics.

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● Knowledge of automation and support tooling.

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Success Metrics (KPIs)

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● SLA Compliance >98%

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● Strong CSAT and customer experience scores

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● Reduced MTTR (Mean Time to Resolution)

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● Low ticket re-open and escalation rates

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● Effective shift handovers and queue management

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● High quality case documentation and knowledge contributions

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● Continuous improvement in support efficiency, ticket deflection, and operational excellence

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