Senior Technical Support Manager
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Job Description
Senior Technical Support Manager at Stellar Cyber leading technical support operations for SIEM and cybersecurity platform. Responsible for customer escalations, troubleshooting, and team mentorship.
Responsibilities:
- 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
- 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
- Engage directly with customers during Severity 1 / business-impacting incidents
- Communicate clearly and confidently with security teams, architects, and leadership
- Manage, mentor, and develop senior and junior support engineers
- Establish and enforce support best practices, SLAs, and escalation processes
- Review and improve support workflows, tooling, and documentation
- Work closely with Engineering, Product, DevOps, and SOC teams
Requirements:
- 10+ years of experience in technical support, systems engineering, or security operations
- 3+ years in a people management or technical leadership role
- Strong background in SIEM, cybersecurity, or large-scale observability platforms
- Deep understanding of SIEM architectures and log pipelines
- Hands-on experience with log parsing and normalization (regex, JSON, CEF, LEEF)
- Experience with cloud platforms (AWS, Azure, GCP)
- Strong troubleshooting skills across distributed systems
- Proven ability to lead under pressure during critical incidents
- Comfortable making technical decisions and owning outcomes
- Excellent written and verbal communication skills
- Ability to balance hands-on technical work with team leadership
- 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
Benefits:
- Pre-IPO Stock Options
- Medical, Dental & Vision care
- 401(k)
- Employee Assistance Program
- Employee Discount Program
- Life Insurance
- Paid time off
- Referral Program
- Rewards and Recognition Program
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