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Customer Support Engineer

As a Customer Support Engineer, you will serve as the first point of contact for customers experiencing technical issues with our security solutions. You will be responsible for troubleshooting, resolving, and escalating incidents while ensuring customer satisfaction. Your expertise in security technologies, SIEM, and cloud-based platforms will be key in delivering high-quality support.

Required Qualifications
  • Industry certifications such as CISSP, CEH, or equivalent SIEM administrator certifications.
  • Hands-on experience with SIEM platforms (Splunk, QRadar, ArcSight, etc.).
  • Knowledge of database querying (SQL, NoSQL) and log parsing techniques.
Job Overview

As a Customer Support Engineer, you will serve as the first point of contact for customers experiencing technical issues with our security solutions. You will be responsible for troubleshooting, resolving, and escalating incidents while ensuring customer satisfaction. Your expertise in security technologies, SIEM, and cloud-based platforms will be key in delivering high-quality support.

Key Responsibilities
  • Provide timely and effective technical support to customers via email, phone, and ticketing systems.
  • Troubleshoot and diagnose issues related to SIEM and XDR solutions, including log ingestion, correlation rules, and incident response workflows.
  • Collaborate with internal teams (engineering, product, and professional services) to escalate and resolve complex customer issues.
  • Maintain detailed documentation of customer interactions, troubleshooting steps, and resolutions in the support knowledge base.
  • Assist customers with software upgrades, configurations, and best practices for optimal system performance.
  • Monitor system health and proactively address potential issues before they impact customers.
  • Participate in on-call rotations to provide after-hours support as needed.
Required skills and experience
  • Bachelor's degree in Computer Science, Information Security, or a related field (or equivalent experience).
  • 2+ years of experience in a customer-facing technical support role.
  • Strong understanding of cybersecurity concepts, SIEM platforms, and threat detection techniques.
  • Proficiency with Linux, Windows, and cloud platforms (AWS, Azure, or Google Cloud).
  • Familiarity with networking protocols, log management, and security tools.
  • Experience with scripting languages (Python, Bash, or PowerShell) is a plus.
  • Excellent problem-solving, communication, and customer service skills.
  • Ability to work independently in a fast-paced, high-pressure environment.

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    NearSierra connects top LATAM cybersecurity and IT talent with North American companies—securely and at scale.

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