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 strong 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).
● Solid 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 d

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