Senior Technical Support Engineer

Gurucul Solutions; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Gurucul Solutions in Pune district, India, is seeking an experienced Senior Technical Support Engineer to provide advanced support for enterprise SIEM/UEBA platforms. The role emphasizes troubleshooting, customer focus, and cross-functional collaboration with Support, Product, Engineering and customer stakeholders.

The ideal candidate has 5+ years in technical support or security operations, strong SIEM/UEBA knowledge, and hands-on skills with Linux, Windows, networks, REST APIs, and scripting.

Qualifications

• 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 with Linux, Windows Server, TCP/IP, DNS, firewalls, proxies, REST APIs, and scripting.
• Experience with log analysis, troubleshooting, integrations, and databases (SQL/Elasticsearch/MongoDB).
• Excellent communication and customer-focused mindset.

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, and analytics.
• Investigate alerts, correlation rules, and risk-scoring models to identify root causes.
• Collaborate with Product and Engineering on escalations and product improvements.
• Create and maintain knowledge articles and support documentation.
• Mentor junior engineers and contribute to process improvements and operations.
• Ensure thorough case ownership and effective handovers across shifts.

Skills

SIEM/UEBA know-how

Linux/Windows admin

REST APIs & scripting

Networking basics

Customer facing comms

Shift-based 24x7 support

Education

B.Tech in Computer Science / IT

Tools

SIEM platforms

Cloud-native security platforms

Automation tooling

Job description

Senior Technical Support Engineer SIEM / UEBA

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 24x7 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

• B.Tech in Computer Science, Information Technology, or an equivalent engineering discipline.
• 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