Gurucul is a leading cybersecurity company specializing in security analytics, leveraging machine learning and predictive analytics to deliver radical clarity into cyber risk. Our cloud-native REVEAL platform provides dynamic security analytics for Threat Detection, Investigation, and Response (TDIR), insider threat prevention, and more. Recognized as a visionary leader in the SIEM space, Gurucul empowers Fortune 50 enterprises and government agencies to minimize cybersecurity risks.
Gurucul is seeking Technical SIEM Product Support Engineers to provide advanced technical support for our SIEM platform and help customers troubleshoot, resolve, and optimize their use of the product. This role requires a strong mix of customer-facing communication skills, technical troubleshooting expertise, and a solid understanding of cybersecurity concepts and SIEM architecture.
The ideal candidate thrives in a fast-paced environment and enjoys working closely with customers and internal product and engineering teams.

QUALIFICATIONS:

• 2–5 years of experience in technical support, professional services, or engineering role for a SIEM or security platform
• Hands-on experience with a SIEM tools
• Strong understanding of log formats (Windows, Linux, firewall, cloud), log pipelines, and parsing
• Familiarity with network security, threat detection, and incident response concepts
• Excellent troubleshooting and analytical skills
• Strong written and verbal communication skills; ability to interact effectively with customers

• Respond to customer support tickets and inquiries, troubleshoot technical issues related to SIEM functionality, log ingestion, rule logic, alerting, data sources, or integration challenges.
• Perform in-depth analysis of product behavior, application logs, and system performance to identify underlying problems and drive resolution.
• Assist customers with onboarding data sources, configuring parsers, normalizing logs, and validating data flow into the SIEM platform.
• Help customers validate or troubleshoot correlation rules, detection logic, and alert workflows related to security use cases.
• Escalate complex issues to development teams with proper documentation; provide feedback on bugs, performance issues, and usability improvements.
• Guide customers on configuration best practices, platform optimization, and feature usage to maximize value and performance.
• Document known issues, troubleshooting steps, and create technical articles for internal and external knowledge bases.
• Monitor SIEM health metrics (ingestion rates, EPS, licensing usage) and proactively identify anomalies or potential customer-impacting issues.