Support Engineer

Confiant•New York, NY

16d•Remote

About The Position

Confiant is a cybersecurity company focused on advertising, providing real-time intelligence and controls to detect and block malvertising, scams, disruptive creatives, and compliance risks. The Support Engineer is a hands-on, technical, customer-facing role and the first line of response when malicious or disruptive ads affect publishers or platform partners. The role triages and resolves live incidents, reviews reported creatives and makes blocking decisions, verifies integrations, investigates discrepancies, and shares findings with Product and Security teams. Success requires a strong technical foundation, investigative instincts, calm judgment during escalations, and a customer-first approach.

Requirements

At least 3 years of experience in Support Engineering, Technical Support, or a Trust & Safety/security-operations role.
Working experience in ad operations or another AdTech-adjacent position.
Ability to read and debug JavaScript and ad markup, and trace redirect chains and creative behavior.
Hands-on proficiency with browser and network debugging tools, including Chrome DevTools and HAR/network waterfall analysis.
Ability to manage a high-volume queue, triage and prioritize time-sensitive escalations, and communicate clearly during active incidents.
Excellent written and verbal communication skills, including the ability to explain technical root causes to non-technical contacts.
Strong organization, attention to detail, accountability, and transparency.
Investigative mindset, entrepreneurial spirit, and willingness to pursue issues to their root cause.
Passion for web technologies and for staying current with malvertising and industry trends.
Ability to demonstrate and whiteboard the Confiant product suite to customers and partners.

Nice To Haves

Familiarity with Google Ad Manager or other major ad servers.
Familiarity with Python and PHP for scripting.
Knowledge of programmatic ad serving and the SSP/DSP supply chain.
Hands-on experience debugging header-bidding technologies such as Prebid.js and wrapper setups.
Experience debugging VAST/video and in-app (SDK) ads.
Experience debugging with Claude.
Comfort with regular expressions for keyword/blocklist logic and basic SQL or dashboard/reporting tools for discrepancy and ad-hoc analysis.
Exposure to security or trust-and-safety concepts such as malware, phishing, cloaking, and redirect techniques.

Responsibilities

Triage and drive resolution of live malvertising incidents reported by publishers and platform partners, coordinating with the Security team on sophisticated cases.
Evaluate reported and flagged ads, apply and refine blocking specifications, and resolve disputes involving miscategorization, false positives, and false negatives.
Reproduce issues using ad traces, network and browser developer tools, and device, geographic, and environment testing; trace malicious redirect chains through ad markup and explain root causes.
Run script verifications, enable coverage on new properties and formats, and troubleshoot wrapper, Prebid, APS, and API configurations.
Investigate impression and monitoring discrepancies and produce ad-hoc reports.
Serve as a technical resource for customer-facing teams and an escalation point for the broader Customer organization.
Relay customer feedback, recurring pain points, and field insights to the Product team to help improve the platform.
Demonstrate and whiteboard the Confiant product suite for customers and partners.