Job description
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 market in Brazil 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
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.