Senior Technical Support Engineer
At a glance
Senior IT Support & Helpdesk role at Stellar Cyber. Remote, Brazil · full-time.
Pay not stated Technical Support Engineer salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take ownership of urgent customer escalations and investigate difficult SIEM, ingestion, parsing, network, and performance failures
- Join ticket and on-call rotations, including weekends, and lead root-cause reviews through preventive fixes
- Guide customers through major incidents, sharing progress and turning technical findings into clear next steps
- Work with engineering, product, DevOps, and SOC teams on release readiness, upgrades, deployments, and product feedback
What you bring
- At least five years in technical support, systems engineering, or security operations
- Strong experience with SIEM, cybersecurity, or large-scale observability platforms
- Fluent Portuguese and hands-on skill with Linux, network protocols, log formats, cloud platforms, and security technologies
Who this fits
This senior role suits someone who is comfortable handling high-impact customer incidents directly and working across technical teams. It is remote in Brazil and includes on-call and weekend coverage. 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 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
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.
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