Senior Technical Support Manager at Stellar Cyber

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

0.0

Posted On

11 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SIEM Architectures, Log Pipelines, Network Protocols, Linux Systems, Log Parsing, Cloud Platforms, Security Technologies, Troubleshooting Skills, Leadership Skills, Communication Skills, Customer Engagement, Incident Resolution, Root Cause Analysis, Team Management, Operational Excellence, Collaboration

Industry

Computer and Network Security

Description

Accelerate Your Career with Stellar Cyber Join a fast-growing global leader in cybersecurity, trusted by some of the biggest names in the industry. Nearly 33% of the world’s top MSSPs rely on our platform, along with enterprises and government agencies, and that number continues to grow as more organizations recognize the value of next-generation security solutions. At Stellar Cyber, we’re at the forefront of AI-driven cybersecurity, leveraging automation to protect businesses from sophisticated threats. Our culture is built on diversity, openness, and collaboration, fostering creativity and innovation that make a real impact in the market. We are seeking a hands-on Senior Technical Support Manager to lead and actively participate in advanced technical support operations for our SIEM and cybersecurity platform. This role is responsible for customer escalations, complex break-fix troubleshooting, and operational excellence, while also managing and mentoring a Global Support team. The ideal candidate has deep technical expertise, thrives in high-severity incident scenarios, and leads by example—remaining actively engaged in ticket queues, on-call rotations, and customer-facing problem resolution. 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 Team Leadership & Operations: 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 Ensure consistent, high-quality customer experience across regions and shifts 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 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 Leadership & Soft Skills: 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 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: 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 We pride ourselves in recognizing our employees. Here are some examples of our benefits program: 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

Responsibilities

Lead and participate in advanced technical support operations for the SIEM and cybersecurity platform, managing customer escalations and complex troubleshooting. Mentor a Global Support team while ensuring operational excellence and high-quality customer experience.