Technical Support Engineer - D&R (Nagpur)

Job Description

GlobalLogic is seeking a customer-focused Product Support Engineer specializing in Detection engineering and security operations. In this role, you will serve as the initial technical point of contact for enterprise customers troubleshooting security alerts, log ingestion, and SIEM/SOAR platforms.
You will triage incoming tickets, investigate security events, guide users through initial containment steps, and route complex architectural escalations efficiently to SME/Tier 3 engineering teams.

Requirements

● Experience in Cybersecurity support, SOC operations, or cloud security environments.
● SOC & Security Fundamentals: Foundational understanding of SOC operations (triage, basic investigation, alert monitoring), the MITRE ATT&CK framework, and standard incident response concepts.
● Log Management & Querying: Familiarity with log formats and basic querying skills (such as KQL, Splunk SPL, or SQL) for log analysis.
● Scripting & Tools: Basic command-line and scripting exposure (Python or Bash) for log extraction and preliminary diagnostic checks; familiarity with tools like Postman and Chrome DevTools.
● Cloud & Networking Basics: Foundational knowledge of cloud environments (preferably GCP) and core networking protocols (TCP/IP, DNS, HTTP/S).
● Communication Skills: Exceptional written and verbal communication skills in English, with strong client-facing capabilities for email correspondence and chat support.

Job Responsibilities

● Inbound Web Ticket & Chat Triage: Own and resolve incoming customer support requests and security-related inquiries via live chat and email within designated SLAs.
● Troubleshooting: Help customers troubleshoot routine to moderately complex security alerts, log forwarding issues, custom parsers, and threat detection rules (e.g., YARA, Sigma, or Splunk SPL).
● Log & Data Analysis: Guide customers on pulling and interpreting log formats (JSON, Syslog, etc.), basic Regular Expressions (Regex), and security telemetry to isolate failure root causes.
● Access & Cloud Security Support: Assist users with basic cloud security configurations, IAM role bindings, API tokens, and webhook integrations.
● Escalation Routing: Package reproducible evidence, logs, and configuration snippets cleanly and escalate unresolvable or systemic security issues to SME/Tier 3 engineering teams.

What we offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a full-lifecycle product development services leader that combines chip-to-cloud software engineering expertise and vertical industry experience to help our customers design, build, and deliver their next-generation products and digital experiences. We expertly integrate design, complex engineering, and agile delivery capabilities to deliver superior business outcomes for global brands in telecom, automotive, healthcare, technology, media and entertainment, manufacturing, and semiconductor industries.

Headquartered in Silicon Valley, GlobalLogic employs over 25,000 designers and engineers across the globe. Analysts like NASSCOM and Zinnov have recognized us for being a top company in our field, and we are consistently nominated as a preferred employer by both global HR consultative firms and local job boards. By creating a work environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our employees to achieve both their professional and personal goals.

At GlobalLogic, we make amazing products — and careers.