Senior Technical Support Engineer – SIEM / UEBA

n

nRole 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

nKey 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 engineers and contribute to process improvements, automation, and

noperational excellence.

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

ncommunications across shifts.

n

nRequired Skills & Experience

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

nSupport.

n● Strong understanding of SIEM/UEBA technologies and security operations.

n● Hands-on expertise with Linux, 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 of support operations, shift handovers, case management, SLAs,

nKPIs, and operational metrics.

n

nWork Schedule

n● Participate in a 24x7 rotational support model.

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

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

n

nPreferred 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 automation and support tooling.

n

nSuccess Metrics (KPIs)

n● SLA Compliance >98%

n● Robust CSAT and customer experience scores

n● Reduced MTTR (Mean Time to 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