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 Japan 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.Technical & Escalation Management:Act as the primary escalation point for critical and high-impact customer issuesLead and perform hands-on troubleshooting for complex break-fix scenarios involving:SIEM pipelines, log ingestion, parsing, normalizationNetwork security, IDS/IPS, endpoint, and cloud telemetryPerformance, scalability, and data integrity issuesParticipate directly in support ticket rotation, including on-call and weekend coverageDrive root cause analysis (RCA) and ensure corrective and preventive actions are implementedCustomer Engagement:Engage directly with customers during Severity 1 / business-impacting incidentsCommunicate clearly and confidently with security teams, architects, and leadershipSet expectations, provide status updates, and lead incident resolution callsTranslate technical findings into actionable customer guidanceCross-Functional Collaboration:Work closely with Engineering, Product, DevOps, and SOC teamsAdvocate for supportability and operational readiness in new releasesProvide feedback from customer issues to influence product improvementsAssist with release validation, upgrades and complex customer deploymentsRequirementsTechnical Skills:Deep understanding of:SIEM architectures and log pipelinesNetwork protocols (TCP/IP, DNS, HTTP, Syslog)Linux systems, troubleshooting, and performance tuningHands-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 systemsPreferred Qualifications:Experience supporting enterprise or MSSP customersBackground in SOC operations or incident responseFamiliarity with Elasticsearch, Kafka, Kubernetes, or similar platformsExperience operating in 24×7 global support environmentsExperience:5+ years of experience in technical support, systems engineering, or security operationsStrong background in SIEM, cybersecurity, or large-scale observability platforms
