Why This Job is Featured on The SaaS Jobs
This Technical Support Engineer role sits at a core SaaS intersection: cloud-delivered security analytics and customer operations. Supporting SIEM capabilities on a hosted platform means the work is inherently multi-tenant and integration-heavy, spanning log ingestion, detection logic, and compliance-driven use cases. It is also a window into how SaaS vendors operationalize security outcomes at scale across varied customer environments and cloud providers.
From a SaaS career standpoint, the role builds durable expertise in the mechanics that make subscription platforms “stick”: time-to-value, reliable onboarding of data sources, and repeatable troubleshooting patterns. Close collaboration with product and engineering on defect reproduction and escalation exposes how customer signals translate into roadmap decisions. Producing knowledge base content further develops the documentation and enablement skills that are widely portable across SaaS support, solutions engineering, and technical account functions.
This position tends to suit professionals who enjoy deep technical investigation combined with clear customer communication. It aligns well with someone who wants to stay hands-on with security telemetry, query languages, and scripting while also influencing outcomes through structured case handling and internal feedback loops. Candidates interested in cloud security operations within a vendor context should find the scope particularly relevant.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Technical Support Engineer
We are seeking a Technical Support Engineer with deep knowledge in SIEM technologies and cybersecurity practices to join our world-class support team. In this role, you will work closely with customers to troubleshoot complex issues involving security analytics, threat detection, log management, and compliance using the Sumo Logic platform.
You will become a trusted advisor to our customers, helping them leverage the full power of Sumo Logic’s security suite. The ideal candidate will bring strong technical expertise, a problem-solving mindset, and a passion for improving security outcomes for customers.
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.
Required Qualifications and Skills
- 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.
Desired Qualifications and Skills
- Security certifications such as Security+, SSCP, GSEC, CEH, or Splunk/Sumo Logic certifications.
- Experience in cloud-native security architectures.
- Familiarity with JSON, REST APIs, and log forwarding mechanisms (e.g., Syslog, Fluentd).
About Us
Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.
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