Senior Technical Support Engineer

Stellar Cyber

Senior Technical Support Engineer managing advanced technical support operations for a cybersecurity platform in Brazil. Collaborating with various teams and addressing critical customer escalations.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SIEM architectures, log ingestion, and troubleshooting complex security incidents while effectively communicating with customers and cross-functional teams. Proven ability to drive root cause analysis and implement corrective actions in high-pressure environments.

Highest-signal resume keywords

SIEM ArchitectureLog Parsing and NormalizationNetwork SecurityCloud Platforms (AWS, Azure, GCP)Strong Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log IngestionPerformance TuningIncident ResponseSecurity TechnologiesLinux SystemsNetwork Protocols (TCP/IP, DNS, HTTP, Syslog)Root Cause AnalysisDistributed Systems TroubleshootingCustomer SupportRelease Validation

Soft Skills

Clear CommunicationCustomer EngagementExpectation ManagementLeadershipCollaboration

Tools & Technologies

ElasticsearchKafkaKubernetesIDS/IPSEDRIAMSIEM PlatformsCloud TelemetryDevOps ToolsSOC Tools

Industry Keywords

CybersecurityMSSP24x7 SupportOperational ReadinessComplex Customer Deployments

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityDistributed SystemsDNSElasticSearchFirewallsGoogle Cloud PlatformKafkaKubernetesLinuxTCP/IP

About the role

Key responsibilities & impact

Act as the primary escalation point for critical and high-impact customer issues
Lead and perform hands-on troubleshooting for complex break-fix scenarios involving:
- SIEM pipelines, log ingestion, parsing, normalization
- Network security, IDS/IPS, endpoint, and cloud telemetry
- Performance, scalability, and data integrity issues
Participate directly in support ticket rotation, including on-call and weekend coverage
Drive root cause analysis (RCA) and ensure corrective and preventive actions are implemented
Engage directly with customers during Severity 1 / business-impacting incidents
Communicate clearly and confidently with security teams, architects, and leadership
Set expectations, provide status updates, and lead incident resolution calls
Translate technical findings into actionable customer guidance
Work closely with Engineering, Product, DevOps, and SOC teams
Advocate for supportability and operational readiness in new releases
Provide feedback from customer issues to influence product improvements
Assist with release validation, upgrades and complex customer deployments

Requirements

What you’ll need

Deep understanding of:
- SIEM architectures and log pipelines
- Network protocols (TCP/IP, DNS, HTTP, Syslog)
- Linux systems, troubleshooting, and performance tuning
Hands-on experience with:
- Log parsing and normalization (regex, JSON, CEF, LEEF)
- Cloud platforms (AWS, Azure, GCP)
- Security technologies (firewalls, IDS/IPS, EDR, IAM)
- Strong troubleshooting skills across distributed systems
Preferred Qualifications:
- Experience supporting enterprise or MSSP customers
- Background in SOC operations or incident response
- Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms
- Experience operating in 24×7 global support environments
Experience:
- 5+ years of experience in technical support, systems engineering, or security operations
- Strong background in SIEM, cybersecurity, or large-scale observability platforms

Benefits

Comp & perks

Pre-IPO Stock Options
Medical, Dental & Vision care
Life Insurance
401(k)
Employee Assistance Program
Employee Discount Program
Paid time off
Referral Program
Rewards and Recognition Program