Job Description Senior Technical Support Engineer – SIEM / UEBA N n Role Summary NSeeking an experienced Technical Support Engineer to provide advanced support for enterprise NSIEM/UEBA platforms. The role requires strong troubleshooting skills, customer focus, and the Nability to drive complex issues to resolution while collaborating with Support, Product, Engineering, Nand customer stakeholders. N n Key Responsibilities N● Own customer cases end-to-end, ensuring timely resolution and adherence to SLAs. N● Troubleshoot complex issues across SIEM/UEBA platforms, including log ingestion, parsers, NAPIs, syslog, analytics, and integrations. N● Investigate alerts, correlation rules, behavioral analytics, and risk-scoring models to identify Nroot causes.n● Collaborate with Product and Engineering teams on escalations, defect tracking, and product Nimprovements.n● Create and maintain knowledge articles, troubleshooting guides, and support documentation. N● Mentor junior engineersand contribute to process improvements, automation, and Noperational excellence. N● Ensure thorough case ownership, quality handovers, and accurate customer Ncommunications across shifts. N n Required Skills & Experience N● 5+ years of experience in Technical Support, Security Operations, NOC, or L2/L3 Enterprise NSupport.n● Strongunderstanding of SIEM/UEBA technologies and security operations. N● Hands-on expertise withLinux, Windows Server, TCP/IP, DNS, firewalls, proxies, REST NAPIs, and scripting (Python/PowerShell). N● Experience with log analysis, troubleshooting, integrations,



and databases N(SQL/Elasticsearch/MongoDB). N● Strong analytical and problem-solving skills with a demonstrated ability to understand Ncustomer problems and drive them to resolution. N● Excellent verbal and written communication skills with the confidence to engage effectively Nwith all levels of the organization, including senior leadership, engineering teams, and Ncustomer stakeholders. N● Customer-centric mindset with a focus on ownership, accountability, and delivering an Nexceptional support experience. N● Solid understanding ofsupport operations, shift handovers, case management, SLAs, NKPIs, and operational metrics. N n Work Schedule N● Participate in a 24x7 rotational support model. N● 5 working days followedby 2 days off, based on shift schedules. N● Willingness to work weekends, holidays, and on-call rotations as required. N n Preferred Qualifications N● B.Tech in Computer Science, Information Technology, or an equivalent engineering Ndiscipline.n● Experience SIEM platforms. N● Exposure to cloud-native security platforms and security analytics. N● Knowledge of automationand support tooling. N n Success Metrics (KPIs) N● SLA Compliance >98% N● Strong CSAT and customer experience scores N● Reduced MTTR (Mean Timeto Resolution) N● Low ticket re-open and escalation rates N● Effective shift handovers and queue management N● High quality case documentation and knowledge contributions N● Continuous improvement in support efficiency, ticket deflection, and operational excellence

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