Senior Technical Support Engineer
At a glance
Senior IT Support & Helpdesk role at Stellar Cyber. Remote, Portugal · full-time.
Pay not stated Technical Support Engineer salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take point on urgent customer escalations and troubleshoot SIEM ingestion, parsing, network security and performance failures
- Join the support ticket rotation, including overnight on-call shifts and weekend coverage
- Lead root-cause reviews and put follow-up fixes in place to prevent repeat incidents
- Guide customers through severe incidents with clear updates, technical explanations and resolution calls
- Coordinate with engineering and operations teams on releases, deployments, upgrades and product feedback
What you bring
- At least five years in technical support, systems engineering or security operations
- Strong practical knowledge of SIEM systems, log pipelines, network protocols and Linux troubleshooting
- Hands-on work with log formats, cloud platforms and security tools such as firewalls or EDR
- Fluency in Portuguese is required
Who this fits
This senior support role suits someone comfortable leading complex, high-impact customer incidents and working directly with security teams and senior stakeholders. The position is remote in Portugal and includes on-call and weekend shifts; an in-person interview may be part of the hiring process.
From the employer
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 Portugal 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
Requirements
Technical Skills:
Deep understanding of:
- SIEM architectures and log pipelines
- Network protocols (TCP/IP, DNS, HTTP, Syslog)
- Linux systems, troubleshooting, and performance tuning
Hands-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 systems
Preferred Qualifications:
- Experience supporting enterprise or MSSP customers
- Background in SOC operations or incident response
- Familiarity with Elasticsearch, Kafka, Kubernetes, or similar platforms
- Experience operating in 24×7 global support environments
Experience:
- 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 for this role.
IT Support & Helpdesk work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
IT Support & HelpdeskRemote
Find me workBy the team behind remoteroles.