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

📋 Description

• Provide Tier 2 customer support in real-time with professional technical assistance.

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

• Collaborate closely with customers to deliver comprehensive incident reports.

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

• Collaborate cross-functionally with R&D and Research teams to enhance customers' capabilities in detecting and mitigating cyber-attacks in real time.

⛳️ Requirements

• Proven experience in customer support, emphasizing direct client interaction where professionalism and courtesy are critical.

• Over 2 years in the technical support field, including experience with logs and dashboards.

• Solid understanding of HTML and CSS.

• Technical knowledge of web technologies and client-server architecture, covering APIs, HTTP, and JavaScript.

• Familiarity with Kibana and BigQuery.

• Strong SQL competencies, including Common Table Expressions (CTE), aggregations, GROUP BY, ORDER BY, filters, window functions like RANK(), and subqueries.

• Excellent troubleshooting and problem-solving abilities.

• Proficient in English at an Upper-Intermediate level or above.

• Willingness to operate within US time zones.

• Basic understanding of cybersecurity concepts such as proxy and NAT, WAF and Network Firewall, network security, VPN, CAPTCHAs, and CAPTCHA solvers.

• Awareness of threats like scraping, Account Takeover (ATO), bot fraud, ad fraud, and click fraud.

• Understanding of log analysis, APIs, the client-server model, and regex.

• Experience working with the Elastic Stack.