Senior Technical Support Engineer

Senior Technical Support Engineer

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 market in Brazil 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