Technical Support Engineer (Cybersecurity Platform)

Sigma Software

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About The Position

The Technical Support Engineer works within a dynamic AdTech ecosystem focused on protecting against malvertising. The role provides Tier 2 customer support in real time, analyzes customer traffic to identify undetected threats and false detections, and produces insightful incident reports in collaboration with customers. It also involves communicating with customers globally and working cross-functionally with R&D and Research teams to improve customers’ ability to detect and mitigate cyberattacks in real time.

Requirements

• Experience in customer support, including direct client communication; professionalism and politeness are essential.
• At least 2 years of experience in technical support, including working with logs and dashboards.
• Practical knowledge of HTML and CSS.
• Technical understanding of web technologies and client-server architecture, including APIs, HTTP, and JavaScript.
• Experience with Kibana and BigQuery.
• Strong SQL skills, including Common Table Expressions (CTEs), aggregations, GROUP BY, ORDER BY, filters, window functions such as RANK(), and subqueries.
• Strong troubleshooting and problem-solving skills.
• Upper-intermediate English or higher.
• Willingness to work in the US time zone.

Nice To Haves

• Basic cybersecurity knowledge, including proxy and NAT, WAF and Network Firewall, network security, VPN, CAPTCHAs, and CAPTCHA solvers.
• Understanding of threats such as scraping, ATO or BF, scalping, ad fraud, and click fraud.
• Understanding of log analysis, APIs, the client-server model, and regular expressions.
• Experience with the Elastic Stack.

Responsibilities

• Provide real-time Tier 2 customer support and professional technical responses.
• Analyze customer traffic to identify undetected threats and false detections, primarily using ElasticSearch and BigQuery (SQL).
• Work directly with customers to provide insightful incident reports.
• Communicate with global customers and provide quick responses and resolutions.
• Collaborate with R&D and Research teams to optimize customers’ ability to detect and mitigate cyberattacks in real time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed