Senior Solutions Engineer

The Support and Solutions department ensures the smooth operation and maximum optimization of Logpoint production farms. In this role, you will work closely with customers from diverse domains to integrate various systems and protocols with our world-class SIEM. You will tackle challenges such as integrating new technologies, optimizing performance, and understanding complex network setups to deliver tailored solutions.

Requirements

• Proactively assist customers with technical issues related to their solution implementation.
• Research, troubleshoot, and perform root cause analysis, communicating findings effectively to customers.
• Identify and provide workarounds or solutions to meet customer business needs.
• Monitor and optimize system performance.
• Write clear RCAs and improve SOPs/runbooks.
• Replicate test cases/bugs and create development tickets following standard procedures.
• Guide customers through resolutions via phone, email, or sessions based on priority.
• Prioritize and manage multiple cases simultaneously.
• Manage customer expectations to avoid escalations.
• Maintain strong relationships with customers and stakeholders.
• Prepare troubleshooting documents for relevant cases and share with the team.
• Mentor and support new hires within the team.
• Resolve escalated cases promptly and coordinate with relevant teams to set priorities.
• Work with SIEM/UEBA/NDR technologies as part of solution delivery.

Benefits

• Competitive Compensation & Financial Security
• Health and Wellness
• Work-Life Balance
• Flexible Work Options
• Professional Growth
• Inclusive Culture
• Recognition