Hybrid Technical Support Engineer

at Sumo Logic

• Job title: Technical Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: AWS, Azure, Cloud, Cyber Security, Firewalls, Google Cloud Platform, Python, Splunk
• Location requirements: Hybrid, Noida, India

About the role

• Provide SIEM-focused technical support and incident troubleshooting for Sumo Logic. Advise customers on security data onboarding and threat detection.

Responsibilities

• Act as a primary technical contact for customer support cases related to SIEM, security analytics, log ingestion, and threat detection.
• Diagnose and resolve product issues, particularly those involving security data sources (e.g., firewall logs, endpoint logs, threat intel feeds) and Sumo Logic’s Cloud SIEM capabilities.
• Guide customers in parsing, normalizing, and analyzing security data using Sumo Logic's tools and query languages (e.g., Search Processing Language).
• Collaborate with engineering and product teams to reproduce and escalate product defects, offering insights based on customer environments and use cases.
• Contribute to and improve internal and external knowledge base articles, especially on security best practices, data onboarding, and use-case implementation.
• Provide after-hours support (on a rotating basis) to ensure 24/7 availability for priority incidents.

Requirements

• 3–5 years of experience in technical support, SOC operations, or a related role with a focus on SIEM or security analytics.
• Hands-on experience with Sumo Logic or other SIEM platforms (e.g., Splunk, QRadar, LogRhythm, Sentinel).
• Strong understanding of cybersecurity principles, threat detection methodologies, and compliance standards (e.g., NIST, MITRE ATT&CK, PCI DSS).
• Experience with log collection and analysis from sources such as firewalls, IDS/IPS, antivirus, and cloud platforms (AWS, Azure, GCP).
• Proficiency with search/query languages, scripting (Python, Bash), and regular expressions.
• Excellent troubleshooting skills and customer service orientation.
• Strong written and verbal communication skills.
• Preferred: Security certifications such as Security+, SSCP, GSEC, CEH, or Splunk/Sumo Logic certifications.
• Preferred: Experience in cloud-native security architectures.
• Preferred: Familiarity with JSON, REST APIs, and log forwarding mechanisms (e.g., Syslog, Fluentd).
• Preferred: Background in DevSecOps or experience integrating SIEM tools into CI/CD pipelines is a plus.

Benefits

• Work with cutting-edge cloud-native technology used by security professionals globally.
• Join a high-performing team of technical experts and security enthusiasts.
• Competitive compensation and benefits.
• Opportunities for professional growth and certification.