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Senior Technical Support Engineer

2 months, 2 weeks ago
Brazil
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
AWS Azure Cybersecurity DNS Elasticsearch GCP HTTP JSON Kafka Kubernetes Linux Network Security SIEM TCP/IP
Apply Now
Stellar Cyber

Stellar Cyber

Stellar Cyber provides Next Gen SIEM Security, Network Detection, and Response platforms with AI-driven threat analysis, empowering lean security teams to secure environments effectively.

Professional Services
51-250
Founded 2017
$80M raised
View All Jobs 12

Description

  • Act as the primary escalation point for critical and high-impact customer issues.
  • Lead hands-on troubleshooting for complex break-fix scenarios across SIEM pipelines, log ingestion, parsing, normalization, and related systems.
  • Investigate and resolve issues involving network security, IDS/IPS, endpoint, cloud telemetry, performance, scalability, and data integrity.
  • Participate in support ticket rotation, including on-call and weekend coverage.
  • Drive root cause analysis and ensure corrective and preventive actions are implemented.
  • Engage directly with customers during Severity 1 and other business-impacting incidents.
  • Communicate status updates, set expectations, and lead incident resolution calls with customer stakeholders.
  • Translate technical findings into clear, actionable guidance for customers.
  • Collaborate with Engineering, Product, DevOps, and SOC teams on escalations and operational issues.
  • Assist with release validation, upgrades, complex customer deployments, and supportability improvements.

Requirements

  • 5+ years of experience in technical support, systems engineering, or security operations.
  • Deep understanding of SIEM architectures and log pipelines.
  • Strong knowledge of network protocols including TCP/IP, DNS, HTTP, and Syslog.
  • Experience troubleshooting and tuning Linux systems.
  • Hands-on experience with log parsing and normalization using regex, JSON, CEF, and LEEF.
  • Experience with cloud platforms such as AWS, Azure, or GCP.
  • Experience with security technologies including firewalls, IDS/IPS, EDR, and IAM.
  • Strong troubleshooting skills across distributed systems.
  • Experience supporting enterprise or MSSP customers is preferred.
  • Background in SOC operations or incident response is preferred.
  • Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms is preferred.
  • Experience working in 24x7 global support environments is preferred.
  • Portuguese fluency is required.

Interested in this position?

Apply directly on the company website

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