Sr. Technical Support Engineer
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 10h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 63d ago
The date the source published, not the day we noticed it (2026-07-14). Last seen at its source 3h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United States
The description states no restriction of its own. This is the source's own tag.
Pay
$100k–150k/yr
Read out of the job description by us, not from a structured field. Shown in the posting's own currency and period; we never convert.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 10d ago · last seen 3h ago
The listing
Join a fast-growing global leader in cybersecurity, trusted by some of the biggest names in the industry. In addition to some of the world’s largest enterprises and government agencies, more than 30% of the world’s top MSSPs rely on our platform. We’re at the forefront of protecting organizations against sophisticated cyber threats using cutting-edge AI and automation technologies. Our culture is built on diversity, openness, and collaboration, fostering creativity and innovation that drives real impact in the market.
We are seeking a Senior Technical Support Engineer to actively participate in advanced technical support operations for our US and LATAM Region regarding our SIEM and cybersecurity platform. This role is responsible for customer escalations, complex break-fix troubleshooting and operational excellence. The ideal candidate has deep technical expertise and thrives in high-severity incident scenarios.
Please note, as part of our interview process, we may invite candidates for an in-person interview to meet with our team.
Technical & Escalation Management:
- 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
Customer Engagement:
- 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
Cross-Functional Collaboration:
- 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
Technical Skills:
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
• 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
The base compensation range for this role is USD 100,000 - 150,000 per year. Total compensation includes bonus opportunity and equity, and will vary based on candidate location.