Senior Support Engineer - L1 & L2

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    "description": "<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica\"><span style=\"font-weight: inherit\">Securonix is leading the transformation of cybersecurity by helping organizations stay ahead of modern threats.</span><span style=\"font-weight: inherit\"> Security teams are no longer constrained by data or tools. They are constrained by speed, clarity, and confidence. Securonix was built to close that gap. Our mission is to enable security teams to decide and act faster across the entire threat lifecycle.</span></span></em></span></p>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\"> <br>The Securonix Unified Defense SIEM is the industry’s first platform powered by agentic AI and designed with a human-in-the-loop philosophy. It unifies detection, investigation, and response in a single system. Advanced UEBA delivers deep behavioral insight across users, entities, and data. Native threat intelligence continuously enriches detections and investigations with real-world context. AI reinforces every layer of the platform while keeping accountability with the security team.</span></em></span></p>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\"> <br>Built cloud-native for scale and performance, the platform enables real-time analytics, deep investigation, and automated response without compromise. Analysts gain faster access to relevant signals. Investigations move from days to minutes. Response becomes consistent and measurable. The result is a CyberOps experience that scales as threats evolve.</span></em></span></p>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\"> <br>Securonix is recognized as a six-time Leader in the Gartner Magic Quadrant for SIEM and a Customers’ Choice on Gartner Peer Insights. The company has been featured by leading publications including WIRED, Dark Reading, and Fortune for its innovation and leadership in security operations. Organizations rely on the platform for always-available data, rapid search and investigation, continuously updated threat content, and a fully integrated Threat Detection, Investigation, and Response experience.</span></em></span></p>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\"> <br>Backed by Vista Equity Partners, one of the world’s leading enterprise software investors, Securonix benefits from deep operational expertise and a long-term commitment to innovation and growth. This partnership strengthens our ability to scale the platform, accelerate product execution, and support customers as their security needs evolve.</span></em></span></p>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\"> <br>With more than 1,000 customers worldwide, including a meaningful portion of the Fortune 100, Securonix operates at global scale. Our ecosystem of partners and managed security service providers extends that reach, helping organizations deploy and operate with confidence wherever they do business. What drives us is how we work.</span></em></span></p>\n<p><span style=\"font-size: 12pt\"><em><br></em></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\">We win as one team. We operate with trust, respect, and shared accountability.</span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\">We are customer driven. Innovation is guided by real security challenges and measurable outcomes.</span></em></span></li>\n<li><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\">We act with agility. Change is constant, and we stay aligned on purpose while adapting fast.</span></em></span></li>\n</ul>\n<p><span style=\"font-size: 12pt\"><em><span style=\"font-family: helvetica; font-weight: inherit\"><br>That focus is how Securonix helps organizations move from reactive security to proactive, autonomous operations.</span></em></span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">POSITION SUMMARY:</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">The primary responsibilities of a Senior Support Engineer include troubleshooting, diagnosing and fixing production software issues, developing tools, automations and monitoring solutions, performing software maintenance and configuration, implementing the fix for internally developed code (Python, JAVA), updating, tracking and resolving technical challenges and improving operational excellence and readiness of the systems.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">POSITION RESPONSIBILITIES:</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Provide 24X 7 production support for applications and infrastructure.</span></li>\n<li><span style=\"font-size: 12pt\">Participate in a 24x7 shift rotation; as well as on-call rotation to support site or system outages.</span></li>\n<li><span style=\"font-size: 12pt\">Develop a deep understanding of the Securonix Snypr application.</span></li>\n<li><span style=\"font-size: 12pt\">Use a strong sense of urgency in issue resolution.</span></li>\n<li><span style=\"font-size: 12pt\">Provide Tier 2 level support: research, diagnose and resolve complex technical issues with our application. Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround.</span></li>\n<li><span style=\"font-size: 12pt\">Interact with Development, QA and Operations teams.</span></li>\n<li><span style=\"font-size: 12pt\">Help drive strategic improvements in systems, processes and operations teams.</span></li>\n<li><span style=\"font-size: 12pt\">Prepare RCA documents and participate in Post Implementation Review and Problem Management processes.</span></li>\n<li><span style=\"font-size: 12pt\">Prioritize and manage assigned support tickets while adhering to department service level agreements.</span></li>\n<li><span style=\"font-size: 12pt\">Maintain a positive attitude and advocate for the customer through product issue resolution.</span></li>\n<li><span style=\"font-size: 12pt\">Manage customers’ expectations and experience in a way that results in high customer satisfaction.</span></li>\n<li><span style=\"font-size: 12pt\">Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.</span></li>\n<li><span style=\"font-size: 12pt\">Reproduce customer issues and if necessary, file bug tickets, escalate cases to engineering and provide necessary documentation.</span></li>\n<li><span style=\"font-size: 12pt\">Work to improve data processes such as parsing, analysis, standardization and enrichment</span></li>\n<li><span style=\"font-size: 12pt\">Work with internal and external organizations such as Development, QA and Operations teams.</span></li>\n<li><span style=\"font-size: 12pt\">Work directly with customers to resolve P1 &amp; P2 issues.</span></li>\n<li><span style=\"font-size: 12pt\">Document SOPs / KBs articles with a focus on “shift left” to our L1 team of repeatable incident triage and resolution processes.</span></li>\n<li><span style=\"font-size: 12pt\">Help drive strategic improvements in systems, processes, and practices.</span></li>\n<li><span style=\"font-size: 12pt\">Stay current on advancements in the infrastructure landscape and influence adoption across enterprise.</span></li>\n<li><span style=\"font-size: 12pt\">Consistently meet or exceed SLA obligations.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">REQUIRED SKILLS:</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Experience with CI/CD tools, Configuration Management, and/or experience with installing, configuring, and maintaining DevOps tools and technologies such as Confluence, JIRA, Bitbucket, Jenkins, Artifactory</span></li>\n<li><span style=\"font-size: 12pt\">Knowledge of infrastructure and automation tools such as Ansible, Salt Stack, and Terraform.</span></li>\n<li><span style=\"font-size: 12pt\">Experience participating in Scrum/Kanban, Agile workflow methodologies</span></li>\n<li><span style=\"font-size: 12pt\">Experience with container and container management technologies (Docker, Packer, Kubernetes, Firecracker)</span></li>\n<li><span style=\"font-size: 12pt\">Cyber Investigations and Operations experience.</span></li>\n<li><span style=\"font-size: 12pt\">Experience supporting a SaaS Application.</span></li>\n<li><span style=\"font-size: 12pt\">Experience working with security data logs and use cases such as account misuse, data exfiltration, insider threat</span></li>\n<li><span style=\"font-size: 12pt\">Experience working for or delivering content on Splunk, AlienVault, Arcsight, Qradar, NITRO ESM</span></li>\n<li><span style=\"font-size: 12pt\">Experience working with technologies such as firewall, VPN, intrusion detection tools, Malware tools, authentication tools, endpoint technologies, cloud security tools</span></li>\n<li><span style=\"font-size: 12pt\">Understanding of IT security, risk, compliance, and privacy concepts and principles to support enterprise business goals and objectives. Bachelor’s degree in Computer Science, engineering, software engineering, or related field.</span></li>\n<li><span style=\"font-size: 12pt\">2+ years of experience in application technical support, development and operations.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with software development, infrastructure development, or development and operations for data sciences.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with big data / any combination of the following - Hadoop, Kafka, EMR, Spark.</span></li>\n<li><span style=\"font-size: 12pt\">Experience developing or working in Amazon Web Services (AWS) environments.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with Linux &amp; Windows infrastructures</span></li>\n<li><span style=\"font-size: 12pt\">Experience writing with SQL queries</span></li>\n<li><span style=\"font-size: 12pt\">Experience in development languages like Go, JavaScript, PHP, Python, Perl, Ruby.</span></li>\n<li><span style=\"font-size: 12pt\">Understanding of regular expressions (Regex)</span></li>\n<li><span style=\"font-size: 12pt\">Proficiency in data profiling, cleansing, parsing, standardization, and data quality exception handling and monitoring.</span></li>\n<li><span style=\"font-size: 12pt\">Demonstrated experience in analyzing and interpreting complex data to provide resolution for data-related issues.</span></li>\n<li><span style=\"font-size: 12pt\">Highly developed, process-oriented skills for troubleshooting and problem resolution.</span></li>\n<li><span style=\"font-size: 12pt\">Experience in IT Service Management fundamentals – including Incident, Problem, &amp; Change Management.</span></li>\n<li><span style=\"font-size: 12pt\">3+ years’ experience using Service Management / ticketing tools.</span></li>\n<li><span style=\"font-size: 12pt\">Ability to continually look to improve current processes, think outside the box and constantly evaluate better ways of conducting business and providing value to our customers.</span></li>\n<li><span style=\"font-size: 12pt\">Good interpersonal skills and communication with all levels of management.</span></li>\n<li><span style=\"font-size: 12pt\">Experience engaging directly with B2B customers. Ability to fine tune your message for both technical and business audiences.</span></li>\n<li><span style=\"font-size: 12pt\">Strong written-communication skills.</span></li>\n<li><span style=\"font-size: 12pt\">Able to multitask, prioritize, and manage time efficiently.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">BENEFITS:</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">As a full-time employee with Securonix, you will be eligible for the following employee benefits:</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Health Insurance with a total sum insured is INR 7,50,000</span></li>\n<li><span style=\"font-size: 12pt\">Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law</span></li>\n<li><span style=\"font-size: 12pt\">Personal Accident with total sum insured is INR 10,00,000</span></li>\n<li><span style=\"font-size: 12pt\">Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><em>Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.</em></span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><em>Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.</em></span></p>",
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