Senior Solutions Engineer

Job Description

The Job

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. If you are passionate about solving complex problems, learning continuously, and working in a collaborative environment, this opportunity is for you.

What You Will Be Doing:

• 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.

What You Bring to the Table:

• Passion for tackling complex and advanced technology challenges.
• Strong analytical skills with attention to detail.
• Proactive, self-initiating mindset with a sense of quality.
• Effective communicator with strong interpersonal skills.
• Ability to thrive in dynamic, fast-paced environments and work collaboratively.
• Alignment with Logpoint values—Collaboration, Passion, and Impact.

Your Skills and Experience:

• Bachelor’s Degree in Computer Science, Computer Engineering, or a related field.
• 5–7+ years in Solutions, Systems, Network Engineering, or Production Operations with customer-facing experience.
• Strong understanding of network and network security concepts.
• Proficient in *nix-like OS, log management, and system troubleshooting.
• Skilled in at least one programming/scripting language (Python, BASH, Java) and metrics/observability stacks (Grafana, Prometheus).
• Experience with cloud platforms (AWS, Azure, GCP) and containerization technologies.
• Good knowledge of web vulnerabilities and cybersecurity.
• Professional certifications such as RHCE, CEH, LPIC, and ITIL (a plus).