• Providing Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers. • Responsible for all technical inquiries including collaborative and cross-departmental escalations with our security committee and engineers. • Updating, Maintaining, and developing all internal and external knowledge base documentation. • Upskilling and educating our community on how to maximize their success within our platform. • Manage communications with our security engineers and customers on ticket escalations. • Analyze, investigate, and remediate risks identified in the community’s attack surface. • Advocate on behalf of the UpGuard Community with the product team to implement features, improvements, and analysis.

• Receive and perform initial triage of incoming tickets. • Ensure correct routing and categorization of tickets. • Perform initial analysis of logs, errors, and system behavior. • Work on resolving operational incidents of low to medium complexity. • Ensure compliance with service and response SLAs. • Keep clients informed about the status of their tickets. • Conduct continuous follow-up with squads or other involved teams. • Support identification of recurring issues and propose improvements. • Update and maintain the knowledge base with solutions and procedures. • Assist in organizing technical schedules and checkpoints with clients. • Follow and reinforce processes and workflows defined by the support area.

• Email, Chat and Voice Support - Answer inbound inquiries coming through Motive’s support hotline, live chat feature or support email address during Pacific Standard Time business hours • Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and engineering teams to address these issues • System Evaluation - evaluate our existing tools and work with engineering to develop tools to enable this function to scale

Role Description We are seeking a Senior Technical Support Engineer to actively participate in advanced technical support operations for our market in Japan regarding our SIEM and cybersecurity platform. This role is responsible for customer escalations, complex break-fix troubleshooting, and operational excellence. The ideal candidate has deep technical expertise and thrives in high-severity incident scenarios. Technical & Escalation Management: - 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 Customer Engagement: - 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 Cross-Functional Collaboration: - 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 Qualifications - Deep understanding of: - SIEM architectures and log pipelines - Network protocols (TCP/IP, DNS, HTTP, Syslog) - Linux systems, troubleshooting, and performance tuning - Hands-on experience with: - Log parsing and normalization (regex, JSON, CEF, LEEF) - Cloud platforms (AWS, Azure, GCP) - Security technologies (firewalls, IDS/IPS, EDR, IAM) - Strong troubleshooting skills across distributed systems Requirements - 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 - 5+ years of experience in technical support, systems engineering, or security operations - Strong background in SIEM, cybersecurity, or large-scale observability platforms