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● Strong 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● Robust 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 (India)
🏢 Gurucul
📍 India