Sr. Technical Support Engineer

Peachtree Careers; United States; On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Stock options

Healthcare (Medical, Dental & Vision)

Life Insurance

401(k)

EAP (Employee Assistance Program)

Employee Discounts

Paid time off

Referral Program

Rewards and Recognition

Job summary

Peachtree Careers is seeking a Senior Technical Support Engineer to actively participate in advanced technical support operations for our US and LATAM region regarding our SIEM and cybersecurity platform. This role handles customer escalations, complex break‑fix troubleshooting, and incident response coordination.

You will collaborate with Engineering, Product, DevOps, and SOC teams, lead RCA, and contribute to service excellence in a 24×7 global support environment.

Qualifications

• 5+ years in technical support, systems engineering, or security operations.
• Deep SIEM and cybersecurity experience.
• Experience with enterprise or MSSP environments.

Responsibilities

• Act as primary escalation point for critical issues.
• Lead hands-on troubleshooting for break-fix in SIEM pipelines and security controls.
• Coordinate incident response with cross-functional teams.
• Perform root cause analysis (RCA) and implement corrective actions.
• Communicate with customers during Severity 1 incidents.

Skills

SIEM

Log pipelines

Network protocols

Linux

Troubleshooting

Tools

Elasticsearch

Kafka

Kubernetes

AWS

Azure

GCP

Job description

Join a fast‑growing global leader in cybersecurity, trusted by some of the biggest names in the industry. In addition to some of the world’s largest enterprises and government agencies, more than 30% of the world’s top MSSPs rely on our platform. We’re at the forefront of protecting organizations against sophisticated cyber threats using cutting‑edge AI and automation technologies. Our culture is built on diversity, openness, and collaboration, fostering creativity and innovation that drives real impact in the market.

We are seeking a Senior Technical Support Engineer to actively participate in advanced technical support operations for our US and LATAM Region 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

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

Benefits

• Pre‑IPO Stock Options
• Medical, Dental & Vision care
• Life Insurance
• 401(k)
• Employee Assistance Program
• Employee Discount Program
• Paid time off
• Referral Program
• Rewards and Recognition Program

The base compensation range for this role is USD 100,000 – 150,000 per year. Total compensation includes bonus opportunity and equity, and will vary based on candidate location.