Senior Technical Support Engineer

Senior Technical Support Engineer

Level

Senior

Department

Support

Type

Full Time

Project

Locations:

San José

Job Details

Posted on:

September 23, 2025

About the Company

Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals. The core belief was that assembling a team shouldn't be hindered by geographical constraints. Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.

With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.

About the Project

Hunters Next-Gen SIEM helps small security teams be more effective and efficient by automating the entire threat detection, investigation, and response process. Hunters deploys in days and eliminates repetitive work with out-of-the-box integrations and detection rules. High-priority alerts are surfaced based on risk and confidence scoring, and similar alerts are clustered together, reducing alert triage by 80%. Customers can build an open, scalable data lake at a predictable cost, and bring their own data lake or leverage Hunters'. Team Axon provides rapid response to emerging threats, incident investigation, proactive threat hunting, and security posture and hygiene reporting.

Hunters was recognized as a Leader in the 2024 GigaOm Radar for SIEM and received an Honorable Mention in the 2024 Gartner Magic Quadrant for SIEM.

We're looking for an experienced Senior Technical Support Engineer to join our global support team remotely. You'll be the go-to expert for resolving complex technical issues for enterprise clients, with direct access to R&D and Product teams. This is a high-impact, all-tiers role where you'll play a key part in shaping a world-class support function during a critical growth phase.

Required skills:

• 6+ years in technical support (SaaS, cybersecurity, or enterprise software), at least 4 years managing Tier-3
• Proficiency in troubleshooting Web Application and Data pipeline
• Proficiency in troubleshooting data format issues.
• Proficiency in troubleshooting API issues.
• Proficiency in AWS S3 bucket management, event notifications, and experience with AWS CLI.
• High-level experience in SQL
• Hands-on Application Monitoring Tools (Grafana, Coralogix…)
• Hands-on Kubernetes troubleshooting (Lens)
• Good understanding of Python (bonus)
• Exceptional communication and client-facing skills in English.
• Comfortable working independently in remote setups, fast and independent learner.
• Demonstrated problem-solving and multitasking abilities, with strong organizational and prioritization skills.

Scope of work:

This is not an IT helpdesk role; we are looking for candidates with proven experience in B2B SaaS application support or a similar customer-facing technical environment.

• Troubleshoot and resolve advanced all-tiers technical issues for enterprise clients
• Handle post-sale and pre-sale support cases
• Work closely with R&D and Product to resolve platform-level challenges
• Act as a trusted technical advisor and escalation point
• Write internal documentation and share best practices with the global support team.
• Provide clear, empathetic, and proactive communication with clients
• Manage SLA and follow up with customers.
• Operate with autonomy in a fast-paced, startup setting