Technical Support Engineer; Cybersecurity Platform

• Provide Tier 2 technical support to customers in real time, delivering clear, professional, and timely responses to technical questions and incidents.
• Analyze customer traffic and investigate suspicious activity to identify previously undetected threats, false positives, and inaccurate detections.
• Use Elastic Search, Kibana, Big Query, and SQL queries to examine logs, investigate patterns, and support data-driven troubleshooting.
• Prepare detailed incident reports that communicate findings, explain technical issues, and provide actionable recommendations to customers.
• Maintain effective communication with international customers, ensuring prompt responses, clear expectations, and efficient issue resolution.
• Collaborate with research and development teams to improve customers' ability to detect and mitigate cyberattacks in real time.
• Investigate technical issues involving web technologies, APIs, HTTP requests, and client-server interactions.
• Contribute to continuous improvements in troubleshooting practices, threat analysis, and the overall effectiveness of the cybersecurity platform.
• Stay informed about emerging online threats and evolving attack techniques to help maintain effective security detection and response capabilities.

• At least two years of experience in technical support, including working with logs, dashboards, and technical troubleshooting workflows.
• Previous customer support experience with direct client communication, demonstrating professionalism, patience, and a customer-focused approach.
• Practical knowledge of HTML and CSS.
• Solid understanding of web technologies and client-server architecture, including APIs, HTTP, and JavaScript.
• Hands-on experience with Kibana and Big Query or comparable log analysis and data investigation tools.
• Strong SQL skills, including Common Table Expressions (CTEs), aggregations, GROUP BY , ORDER BY , filtering, window functions such as RANK() , and subqueries.
• Strong analytical, troubleshooting, and problem-solving abilities, with the capacity to investigate complex issues and identify root causes.
• Upper-intermediate English proficiency or higher, with the ability to communicate technical findings clearly to international customers.
• Willingness and availability to work according to US time-zone requirements.
• Ability to work collaboratively across customer support, research, and engineering teams in a dynamic technical environment.

The following qualifications are considered an advantage:

• Basic cybersecurity knowledge, including proxies, Network Address Translation (NAT), Web Application Firewalls (WAF), network firewalls, VPNs, CAPTCHAs, and CAPTCHA-solving techniques.
• Understanding of online threats and malicious activities, including web scraping, account takeover (ATO), brute-force (BF) attacks, scalping, advertising fraud, and click fraud.
• Familiarity with log analysis, APIs, the client-server model, and regular expressions (regex).
• Experience working with the Elastic Stack and related observability and search tools.

• Meaningful cybersecurity impact:
  Help protect digital platforms and users from malvertising and other online threats.
• Technical development:
  Build practical experience in threat investigation, traffic analysis, SQL, and cybersecurity support.
• Collaborative environment:
  Work closely with international customers and cross-functional research and development teams.
• Continuous learning:
  Develop your technical skills while keeping up with emerging cyber threats and evolving technologies.
• Problem-solving opportunities:
  Tackle challenging technical investigations and contribute to improving security detection and incident response.
• Global exposure:
  Communicate with customers across different markets in an international AdTech environment.