Senior Technical Support Engineer

We are seeking a Senior Technical Support Engineer to actively participate in advanced technical support operations for our market in Portugal 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
• Portuguese fluency is a must for this role.