Technical Support Engineer (Cybersecurity Platform).

Accountabilities

• 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 ElasticSearch, Kibana, BigQuery, 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.

Requirements:

• 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 BigQuery 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.

Benefits:

• 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.