Technical Support Engineer (Cybersecurity Platform)
New
J
JobgetherCybersecurity, AdTech
Based in Brazil, Willingness and availability to work according to US time-zone requirements.Full-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Upper-intermediate English proficiency or higher
- Experience
- At least two years of experience in technical support
- Required Skills
- SQLCybersecurityElasticSearchHTMLCSSJavascriptKibanaBigQueryTechnical support
Requirements
- Have at least two years of experience in technical support, including working with logs, dashboards, and technical troubleshooting workflows.
- Have previous customer support experience with direct client communication.
- Have practical knowledge of HTML and CSS.
- Understand web technologies and client-server architecture, including APIs, HTTP, and JavaScript.
- Have hands-on experience with Kibana and BigQuery or comparable log analysis and data investigation tools.
- Have strong SQL skills, including CTEs, aggregations, GROUP BY, ORDER BY, filtering, window functions such as RANK(), and subqueries.
- Have strong analytical, troubleshooting, and problem-solving abilities.
- Have upper-intermediate English proficiency or higher and be able to communicate technical findings clearly to international customers.
- Be willing and available to work according to US time-zone requirements.
- Work collaboratively across customer support, research, and engineering teams.
- Advantage: Basic cybersecurity knowledge, including proxies, NAT, WAF, network firewalls, VPNs, and CAPTCHAs.
- Advantage: Understand online threats and malicious activities such as web scraping, account takeover, brute-force attacks, scalping, advertising fraud, and click fraud.
- Advantage: Familiarity with log analysis, APIs, the client-server model, and regular expressions.
- Advantage: Experience with the Elastic Stack and related observability and search tools.
Responsibilities
- Provide real-time Tier 2 technical support to customers and respond to technical questions and incidents.
- Analyze customer traffic and investigate suspicious activity, previously undetected threats, false positives, and inaccurate detections.
- Use ElasticSearch, Kibana, BigQuery, and SQL queries to examine logs and investigate patterns.
- Prepare incident reports that explain findings and technical issues and provide actionable recommendations to customers.
- Communicate with international customers, set clear expectations, and support 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.
- Improve troubleshooting practices, threat analysis, and the effectiveness of the cybersecurity platform.
- Stay informed about emerging online threats and evolving attack techniques.
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