Senior Technical Support Manager

Base pay range

$/yr - $/yr

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.

• 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

• 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

• 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

• Work closely with Engineering, Product, Dev Ops, 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

• Deep understanding of SIEM architectures and log pipelines
• Network protocols (TCP/IP, DNS, HTTP, Syslog)
• Linux systems, troubleshooting, and performance tuning

• 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

• 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

• 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

• 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

• 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

• Mid‑Senior level

• Full‑time

• Other

• IT Services and IT Consulting