Senior Technical Support Engineer

• Act as the primary escalation point for critical and high-impact customer issues
• Lead hands-on troubleshooting for complex break-fix scenarios involving SIEM pipelines, log ingestion, parsing, and normalization
• Troubleshoot network security, IDS/IPS, endpoint, and cloud telemetry issues
• Resolve performance, scalability, and data integrity issues
• Participate in support ticket rotation, including on-call and weekend coverage
• Drive root cause analysis and ensure corrective and preventive actions are implemented
• Engage directly with customers during Severity 1 and business-impacting incidents
• Communicate with security teams, architects, and leadership
• Set expectations, provide status updates, and lead incident resolution calls
• Translate technical findings into actionable customer guidance
• Collaborate with Engineering, Product, DevOps, and SOC teams
• Advocate for supportability and operational readiness in new releases
• Provide customer-issue feedback to influence product improvements
• Assist with release validation, upgrades, and complex customer deployments

• Deep understanding of SIEM architectures and log pipelines
• Knowledge of network protocols: TCP/IP, DNS, HTTP, and Syslog
• Linux systems troubleshooting and performance tuning experience
• Hands-on experience with log parsing and normalization, including regex, JSON, CEF, and LEEF
• Experience with cloud platforms: AWS, Azure, and GCP
• Experience with security technologies: firewalls, IDS/IPS, EDR, and IAM
• Strong troubleshooting skills across distributed systems
• 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
• Experience supporting enterprise or MSSP customers preferred
• Background in SOC operations or incident response preferred
• Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms preferred
• Experience operating in 24×7 global support environments preferred