Senior Technical Support Engineer – SIEM / UEBA
Role Overview
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 Skills for This Role
Full Job Posting
About Gurucul
Security teams today are trying to keep watch over a world that keeps expanding, with machines and AI agents multiplying faster than anyone can hire analysts to watch them, and the attacks aimed at that world move faster every year than most tools were ever built to catch. Gurucul’s mission comes out of that gap: give defenders a system that sees a threat the moment it starts forming, whether it comes from a person, a machine, or an AI agent, so a risk climbing quietly over days turns into something an organization can act on long before anything is lost.
Building that takes fusing behavioral models with deterministic detections and a real-time graph that connects signals analysts would otherwise have to piece together by hand, and it means working alongside people who have spent a decade refining behavioral analytics nobody else in the industry has matched, solving problems that show up in production at Fortune 500 companies, Global 5000 enterprises, and governments who are counting on getting ahead of what’s coming for them.
That work has already earned Gurucul recognition as a Leader in the 2025 Gartner Magic Quadrant for SIEM and as Overall Leader in KuppingerCole’s Intelligent SIEM Leadership Compass, the kind of validation that comes from actually cutting data costs, false positives, and response times at scale rather than just claiming to.
If spending your career on something that actually changes how fast defenders can see and respond to what’s coming sounds like the kind of work you want, this is the team doing it, and we’re hiring.
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).
- Strong 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 24×7 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
- 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
Equal Opportunity Employer
Gurucul Solutions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Location
- Pune, India
To apply:
Please send resumes to [email protected] for consideration.
About Gurucul
Cybersecurity analytics company serving enterprise and government security teams with SIEM, UEBA, and insider-risk software.
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