Product Support Engineer (Entry-Level)

Gurucul is a cybersecurity analytics company delivering Next-Gen SIEM, UEBA, Insider Risk Management, and identity/threat detection solutions. We help enterprises reduce noise, detect threats faster, and improve security outcomes using advanced analytics and AI. Role Summary Gurucul is seeking an entry-level Product Support Engineer to provide technical support for our cybersecurity analytics platform and help customers be successful in production environments. This role is ideal for a recent Bachelor’s or Master’s graduate who enjoys troubleshooting, learning enterprise systems, and collaborating cross-functionally with Engineering, Product, and Customer Success. You’ll work directly with customers and internal teams to diagnose issues, reproduce bugs, recommend solutions, and improve the overall customer experience through documentation and proactive problem prevention. This role is based on-site in El Segundo, CA. Key Responsibilities Technical Support & Troubleshooting Triage and resolve customer issues across platform setup, integrations/connectors, data ingestion, parsing, detection content, performance, and UI workflows. Gather logs/diagnostics, reproduce issues in lab environments, and drive issues to resolution with clear root‑cause analysis. Provide configuration guidance and best‑practice recommendations to improve outcomes and reduce repeat issues. Case Management & Customer Communication Own support cases end‑to‑end: prioritization, investigation, customer updates, and closure verification. Communicate complex technical findings clearly to both technical and non‑technical stakeholders. Maintain high‑quality case notes and ensure clean handoffs when escalation is required. Escalations & Cross‑Functional Collaboration Escalate product defects with strong reproduction steps, impact assessment, and supporting evidence. Partner with Engineering and Product Management on bug fixes, workarounds, and release validation. Collaborate with Customer Success and Sales Engineering on customer health risks and implementation challenges. Create and maintain knowledge base articles, troubleshooting guides, and “known issues” documentation. Identify common patterns and propose product/support process improvements (tooling, runbooks, automation). Support release readiness by learning new features and updating internal enablement notes. Required Qualifications Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, Cybersecurity, or related discipline (or equivalent experience). Strong problem‑solving skills and comfort debugging technical systems (logs, configs, networking basics). Excellent written and verbal communication; strong attention to detail. Ability to work on‑site in El Segundo, CA and collaborate in person across teams. Preferred Qualifications (Nice‑to‑Have) Internship or project experience in technical support, systems engineering, SOC operations, SRE/DevOps, or customer‑facing engineering roles. Familiarity with: Linux, basic networking (DNS/TLS/ports), APIs, JSON, SQL, and troubleshooting distributed systems. Exposure to SIEM/SOC concepts (logs, alerts, detections) and cloud platforms (AWS/Azure/GCP). Experience with ticketing/ITSM tools (Jira Service Management, Zendesk, ServiceNow) and documentation tools (Confluence/Notion). Core Competencies Customer‑first mindset with calm, structured troubleshooting Strong ownership, prioritization, and follow‑through (“no surprises”) Clear communicator who can translate technical findings into actionable steps Detail‑oriented documentation and process discipline Collaborative partner across Support, Product, Engineering, and Customer Success $85,000 – $100,000 Gurucul offers a competitive compensation package, including medical, dental, vision, and life insurance, EAP, 401K, Paid Time Off, and paid Holidays Equal Opportunity Employer Gurucul Solutions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr