Technical Support Engineer – Cybersecurity Platform

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide real-time Tier 2 support to customers with professional technical solutions.

• Assess customer traffic to uncover undetected threats and false positives primarily using ElasticSearch and BigQuery (SQL).

• Collaborate closely with customers to deliver detailed incident reports.

• Engage with global clients, ensuring prompt responses and resolutions.

• Partner with R&D and Research teams to enhance customers’ capabilities in detecting and mitigating cyber threats in real-time.

⛳️ Requirements

• Proven experience in customer support, with a focus on direct client communication; professionalism and courtesy are crucial.

• Over 2 years of experience in technical support, particularly in handling logs and dashboards.

• Solid understanding of HTML and CSS is required.

• Technical proficiency in web technologies and client-server architecture, including APIs, HTTP, and JavaScript.

• Familiarity with Kibana and BigQuery.

• Proficient in SQL: Common Table Expressions (CTE), aggregations, GROUP BY, ORDER BY, filters, window functions such as RANK(), and subqueries.

• Excellent troubleshooting and problem-solving abilities.

• Upper-Intermediate English proficiency or above.

• Availability to work within the US time zone.

• Basic knowledge of cybersecurity concepts: proxy and NAT, WAF and Network Firewall, network security, VPN, CAPTCHAs, and CAPTCHA solvers.

• Awareness of various threats including scraping, ATO or BF, scalping, ad fraud, and click fraud.

• Understanding of log analysis, APIs, client-server models, and regular expressions (regex).

• Experience with the Elastic Stack.

🏝️ Benefits

• Employees have the flexibility to work remotely.