Stellar Cyber · 1 day ago
Senior Technical Support Manager
Houston, TX
Full-time
Onsite
Senior Level, Lead/Staff
$160K/yr - $200K/yr
10+ years expStellar Cyber is a fast-growing global leader in cybersecurity, trusted by major enterprises and government agencies. They are seeking a hands-on Senior Technical Support Manager to lead advanced technical support operations for their SIEM and cybersecurity platform, responsible for customer escalations, complex troubleshooting, and managing a Global Support team.
Cyber SecurityNetwork SecuritySecurity
Responsibilities
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, DevOps, 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
Qualification
Required
Deep understanding of SIEM architectures and log pipelines
Deep understanding of network protocols (TCP/IP, DNS, HTTP, Syslog)
Deep understanding of Linux systems, troubleshooting, and performance tuning
Hands-on experience with log parsing and normalization (regex, JSON, CEF, LEEF)
Hands-on experience with cloud platforms (AWS, Azure, GCP)
Hands-on experience with 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
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
Preferred
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
Benefits
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
Company
Stellar Cyber
Stellar Cyber is an open XDR platform that offers comprehensive security while streamlining operations for efficiency.
51-200 employees
H1B Sponsorship
Stellar Cyber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (9)
2023 (7)
2022 (7)
2021 (5)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$93.54MKey Investors
Highland Capital PartnersSusquehanna International GroupValley Capital Partners
2023-08-21Series Unknown· $33.74M
2021-11-16Series B· $38M
2019-10-01Series A· $7.1M
Leadership Team
Changming Liu
CEO
A
Aimei Wei
Founder, CTO
Recent News
2025-12-17
2025-12-08
Company data provided by crunchbase