Technical Support Engineer

Start Date

Starts Immediately

CTC (ANNUAL)

Competitive salary Competitive salary

Experience

5 year(s)

5 year(s)

Apply By

Not Provided

Posted few hours ago

Job

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About the job

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

Earn certifications in these skills

Who can apply

Only those candidates can apply who:

1. have minimum 5 years of experience

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: Competitive salary

Number of openings

1

Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.

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📌 Technical Support Engineer (Maharashtra)
🏢 Gurucul
📍 Maharashtra