Senior Technical Support Engineer

Stellar Cyber

. Act as the primary escalation point for critical and high-impact customer issues .

Posted 10/15/2026full-timeRemote • PortugalSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex SIEM architectures, log ingestion, and network security issues while effectively communicating with customers and cross-functional teams. Proficient in driving root cause analysis and implementing corrective actions to enhance operational readiness and customer satisfaction.

Highest-signal resume keywords

SIEM Architecture ExpertiseLog Parsing and NormalizationCloud Platform ExperienceNetwork Protocol KnowledgeTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SIEMLog IngestionTroubleshootingPerformance TuningRegexJSONCEFLEEFTCP/IPDNS

Soft Skills

Customer CommunicationIncident Resolution LeadershipRoot Cause Analysis

Tools & Technologies

AWSAzureGCPElasticsearchKafkaKubernetes

Industry Keywords

CybersecuritySOC OperationsIncident ResponseMSSP24x7 Support

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityDistributed SystemsDNSElasticSearchFirewallsGoogle Cloud PlatformKafkaKubernetesLinuxTCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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