Technical Support Engineer

Gurucul; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Gurucul is seeking an experienced Senior Technical Support Engineer to provide advanced support for enterprise SIEM/UEBA platforms. You will own complex cases, troubleshoot across logs, analytics, and integrations, and collaborate with Product and Engineering to push improvements.

The role requires strong troubleshooting, customer focus, and the ability to drive issues to resolution while communicating effectively with stakeholders across the organization.

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 expertise with Linux, Windows Server, TCP/IP, DNS, firewalls, proxies, REST APIs, and scripting (Python/PowerShell).
• Experience with log analysis, troubleshooting, integrations, and databases.
• Strong analytical and problem-solving skills with the ability to resolve customer issues.
• Excellent verbal and written communication; able to engage with all levels of the organization.
• Solid knowledge of support operations, shift handovers, case management, SLAs, KPIs, and metrics.

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.

Skills

SIEM/UEBA

Technical Support

Linux

Windows Server

TCP/IP

DNS

Firewalls

REST APIs

Python

PowerShell

Education

B.Tech in CS/IT or equivalent

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
• 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-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
• Exposure to cloud-native security platforms and security analytics.
• Knowledge of automation and support tooling.
• 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