Technical Support Engineer

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

Benefits offered by this job

None

Job summary

Gurucul Solutions in Pune is seeking a Senior Technical Support Engineer to provide advanced support for enterprise SIEM/UEBA platforms. This role requires strong troubleshooting, customer focus, and the ability to drive complex issues to resolution with cross-functional teams.

The position involves 24x7 rotational support, weekend/on-call rotations, and collaboration with Product and Engineering. You will mentor junior engineers and contribute to process improvements while ensuring high-quality

Qualifications

• 5+ years of experience in Technical Support or security operations.
• Strong understanding of SIEM/UEBA technologies.
• Hands-on scripting with Python or PowerShell.
• Experience with log analysis and data stores (SQL/Elasticsearch/MongoDB).
• Analytical and problem-solving skills.
• Excellent communication and collaboration across teams.

Responsibilities

• Own customer cases end-to-end and meet SLAs.
• Troubleshoot complex SIEM/UEBA issues (logs, parsers, APIs, syslog, analytics).
• Investigate alerts, rules, and risk models to find root causes.
• Collaborate with Product and Engineering on escalations and improvements.
• Create and maintain knowledge articles and guides.
• Mentor junior engineers and contribute to process improvements.
• Ensure thorough case ownership and clear customer communications across shifts.

Skills

SIEM/UEBA

Linux

Windows Server

Networking basics

REST APIs

Python

PowerShell

SQL

Elasticsearch

MongoDB

Communication

Problem-solving

Customer focus

KPI / SLAs

Education

B.Tech in CS/IT or equivalent

Job description

Senior Technical Support Engineer – SIEM / UEBA

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 ratesEffective shift handovers and queue management
• High quality case documentation and knowledge contributions
• Continuous improvement in support efficiency, ticket deflection, and operationalexcellence