Technical Support & Customer Success – Log Analysis Cyber Security

We are opening this role for experience candidates who can join our worldwide services, support and delivery operation team working with local and global customers. You will Lead customer engagements around XPLG Products with leading organization. Consult and guide customers on best practices. 

Help in implementing and developing data science, AI/ML rules, search rules, analytical app and knowledge base.

Work proactively with our R&D teams to troubleshoot and diagnose cases as escalations.

Work with sales account team to help formulate a technical strategy to address customer needs. Engage with the account to clearly understand the customer business & technical requirements and drive successful deployments.

Responsibilities

·        Provide Tier 1-3 of support on production issues, hands on

·        Work as part of a team 3-4 customer support/success engineers

·        Engage with customers to expand adoption and meet technical needs

·        Lead Root-Cause-Analysis and escalation procedures

·        Lead customer oriented technical activities: proof of concept processes, technical demos, implementations/trainings, etc.

·        Work closely with Internal/External Stakeholders, Development, Marketing, Architects/Managers

Must

·        Experience in working with customers, providing professional services, support and customer success services to enterprise software customers. 

·        3+ years proven hands-on experience in logging systems / SIEM solutions - Splunk, ELK, ArcSight, QRadar or similar log analysis/SIEM data systems.

·        Experience with creating search rules, regexp, parsing rules, monitoring and SIEM rules.

·        Familiar with log search technologies and log collection, parsing implementation. Logstash, Grok, RegExp etc.

·        Familiar with system and applications monitoring tools and best practices.

·        Passion to meet customer needs, highly service oriented and customer facing.

·        Great communication skills with fluent English.

·        Understand the user case and business needs.

·        Hands on experience with ticketing system, Jira, Git, Apache open source tools.

·        Experience with dockers, Kubernetes/OpenShift

·        Clouds knowledge and experience - AWS, Azure, and GCP

·        Experience with Linux, Windows, Databases, CI/CD

Advantages

·        B.E. or M.S. degree in Computer Science, Engineering or a related field of study

·        Javascript experience, monitoring and SIEM hands on implementation, SOC rooms

·        Mitre, IDM, CISSP, GDPR, ISO27* and compliance reporting experience.