Technical Support Engineer (Cybersecurity Platform)

• Support Customers (Tier 2) in real time and provide professional technical responses
• Analyze Customer traffic to identify undetected threats and false detections using mostly ElasticSearch and BigQuery (SQL)
• Work side by side with Customers providing insightful incident reports
• Communicate with global Customers and provide quick responses and resolutions
• Work cross-functionally with RnD and Research teams to optimize Customer’s ability to detect and mitigate cyber-attacks in real time
• Experience in customer support, including direct communication with clients; professionalism and politeness are essential
• 2+ years of experience in the technical support domain (including working with logs and dashboards)
• Practical knowledge of HTML and CSS is a must
• Technical understanding of web technologies and client–server architecture (APIs, HTTP, JavaScript)
• Experience of Kibana and BigQuery
• Strong SQL skills: Common Table Expressions (CTE), aggregations, GROUP BY, ORDER BY, filters, window functions (e.g., RANK()), and subqueries
• Strong troubleshooting and problem-solving skills
• Upper-Intermediate level of English or higher
• Willingness to work in the US time zone

WOULD BE A PLUS

• Basic cybersecurity knowledge: proxy and NAT, WAF and Network Firewall, network security, VPN, CAPTCHAs, and CAPTCHA solvers
• Understanding of threats: scraping, ATO or BF, scalping, AD fraud, and click fraud
• Understanding of log analysis, APIs, client-server model, and regex
• Experience with the Elastic Stack