Product Support Engineer

Product Support Engineer

Gurucul is a global cyber security company that is changing the way organizations protect their most valuable assets, data and information from insider and external threats both on-premises and in the cloud.

Gurucul’s real-time Cloud-Native Security Analytics and Operations Platform provides customers with Next Generation SIEM, Open XDR, UEBA, and Identity and Access Analytics in one unified platform. It combines machine learning behavior profiling with predictive risk-scoring algorithms to predict, prevent, and detect breaches. Gurucul technology is used by Global 1000 companies and government agencies to fight cybercrimes, IP theft, insider threat and account compromise as well as for log aggregation, compliance and risk-based security orchestration and automation for real-time extended detection and response. The company is based in Los Angeles.

Gurucul is backed by an advisory board comprised of Fortune 500 CISOs, and world-renowned experts in government intelligence and cyber security. Our mission is to help organizations protect their intellectual property, regulated information, and brand reputation, from insider threats and sophisticated external intrusions.

Job Description

As a member of Gurucul Production Support team, you will be supporting Gurucul’s product applications suite. In this role, you will handle Tier-2 escalations from the Client Services team as well as the Gurucul customers. You will investigate, analyze and resolve issues. You will work with multiple teams to gather requirements, participate in troubleshooting/root cause analysis sessions, propose, test and document solutions.


  • Responsible to research, triage, resolve and schedule the fixes to customer environment
  • Identify possible production failure scenarios, create enhancements/problem tickets and communicate effectively both with internal organizations as well as with the Gurucul customers
  • Review, approve and execute data corrections and other ad-hoc production requests from internal/external partners
  • Adhere to and enhance administrative, operational and technical policies and procedures
  • Identify vulnerabilities and improvement opportunities; maintain records to develop a trend analysis that will drive improvement in Production support services
  • Create ad hoc reports for internal/external users

Detailed Description and Job Requirements

  • Analyze, design develop, troubleshoot and debug the Gurucul product suite.
  • As a member of the software engineering division, you will perform high-level design based on provided external specifications.
  • Specify, design and implement minor changes to existing software architecture.
  • Build highly complex enhancements and resolve complex bugs.
  • Build and execute unit tests and unit plans.
  • Review integration and regression test plans created by QA.
  • Communicate with QA and porting engineering as necessary to discuss minor changes to product functionality and to ensure quality and consistency across specific products.
  • Duties and tasks are varied and complex needing independent judgement.
  • Fully competent in own area of expertise.
  • May have project lead role and or supervise lower level personnel.

Education and Experience

  • BE/Btech or MS degree or equivalent experience relevant to functional area.
  • 2 years of minimum software engineering or related experience.

Required Skills

  • Strong understanding of technical deployments and handling relational databases
  • Experience in configuring and maintaining web application servers, such as WebLogic, Apache Tomcat, etc.
  • Strong communication skills
  • Basic understanding of system administration in Linux
  • Test Data Creations and release testing for patch fixes, health checks, and Shell Script writing in Linux
  • Collaborate cross-functionally with all Operational Engineering teams to troubleshoot production and development systems, application, and toolset issues. Identify critical problems that occur on a regular basis and design/implement scalable, long term solutions
  • Generate reports and analyze data to ensure quality and measurability to drive performance gains application suites systems and tool sets, including the ownership of bug fixes, monitoring refinements, and code design/implementation across various platforms
  • Partner with on/offshore business and engineering groups to manage and streamline daily support tickets – track, analyze, and manage them to closure
  • Assisting in the implementation and release of new features including documentation design and operational oversight of systems
  • Building and continually refining monitoring tools and reporting strategies as it relates to operational software platforms and operations
  • Participate in off-hours on-call support rotation and as a subject-matter escalation point for off-hours incident resolution

Submission Instructions:

Submit resume/CV to for consideration.