Stellar Cyber Inc.
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
#J-18808-Ljbffr
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
#J-18808-Ljbffr