Senior Technical Support Manager

Stellar Cyber•Houston, TX

About The Position

Join a fast-growing global leader in cybersecurity, trusted by some of the biggest names in the industry. Nearly 33% of the world’s top MSSPs rely on our platform, along with enterprises and government agencies, and that number continues to grow as more organizations recognize the value of next-generation security solutions. At Stellar Cyber, we’re at the forefront of AI-driven cybersecurity, leveraging automation to protect businesses from sophisticated threats. Our culture is built on diversity, openness, and collaboration, fostering creativity and innovation that make a real impact in the market. We are seeking a hands-on Senior Technical Support Manager to lead and actively participate in advanced technical support operations for our SIEM and cybersecurity platform. This role is responsible for customer escalations, complex break-fix troubleshooting, and operational excellence, while also managing and mentoring a Global Support team. The ideal candidate has deep technical expertise, thrives in high-severity incident scenarios, and leads by example—remaining actively engaged in ticket queues, on-call rotations, and customer-facing problem resolution.

Requirements

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
Proven ability to lead under pressure during critical incidents
Comfortable making technical decisions and owning outcomes
Excellent written and verbal communication skills
Ability to balance hands-on technical work with team leadership
10+ years of experience in technical support, systems engineering, or security operations
3+ years in a people management or technical leadership role
Strong background in SIEM, cybersecurity, or large-scale observability platforms

Nice To Haves

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

Responsibilities

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
Manage, mentor, and develop senior and junior support engineers
Establish and enforce support best practices, SLAs, and escalation processes
Review and improve support workflows, tooling, and documentation
Ensure consistent, high-quality customer experience across regions and shifts
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