Sr. Technical Support Engineer

Stellar Cyber

11d•Onsite

About The Position

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.

Requirements

Deep understanding of SIEM architectures and log pipelines
Knowledge of Network protocols (TCP/IP, DNS, HTTP, Syslog)
Proficiency in Linux systems, troubleshooting, and performance tuning
Hands-on experience with Log parsing and normalization (regex, JSON, CEF, LEEF)
Hands-on experience with Cloud platforms (AWS, Azure, GCP)
Hands-on experience with Security technologies (firewalls, IDS/IPS, EDR, IAM)
Strong troubleshooting skills across distributed systems
5+ years of experience in technical support, systems engineering, or security operations
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 24x7 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
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