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). ● Robust 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 delivering an exceptional support experience. ● Strong understanding of support operations, shift handovers, case management, SLAs, KPIs, and operational metrics.

Work Schedule - Participate in a 24x7 rotational support model.

- 5 working days followed by 2 days off, based on shift schedules.
- Willingness to work weekends, holidays, and on-call rotations as required.

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

- Experience SIEM platforms.
- Exposure to cloud-native security platforms and security analytics.
- Knowledge of automation and support tooling.

Success

Metrics (KPIs) - SLA Compliance >98%

- Strong CSAT and customer experience scores
- Reduced MTTR (Mean Time to Resolution)
- Low ticket re-open and escalation rates
- Effective shift handovers and queue management
- High quality case documentation and knowledge contributions
- Continuous improvement in support efficiency, ticket deflection, and operational excellence

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