Technical Support Engineer (Cybersecurity Platform)
At a glance
Mid-level Security Operations & Analysis role at Sigma Software. Remote, Brazil · full-time.
Pay not stated Technical Support Engineer salary
remoteroles summary, based on the employer's posting.
What you'll do
- Handle Tier 2 customer issues in real time and give clear technical answers
- Review customer traffic in ElasticSearch and BigQuery to spot missed threats and false alarms
- Prepare incident reports with customers and help them understand the findings
- Coordinate with RnD and Research teams to improve real-time detection and response
- Work with customers worldwide to resolve problems quickly
What you bring
- At least two years in technical support, including work with logs and dashboards
- Practical HTML and CSS knowledge, plus familiarity with web technologies and client-server systems
- Experience using Kibana and BigQuery, with strong SQL skills including CTEs, window functions and subqueries
- Professional, courteous client communication and English at upper-intermediate level or above
Who this fits
This role suits a technical support engineer comfortable investigating logs and dashboards while communicating directly with customers. You must be willing to work during US time-zone hours.
From the employer
We are seeking a Technical Support Engineer to work within a highly dynamic AdTech ecosystem with the goal to protect the world from malvertising.
Being part of our team means being open-minded, friendly, and supportive, willing to take on challenges, take responsibility, and never stop learning. We must stay one step ahead of the attackers, which means being smarter, faster, and thinking outside the box.
Sound interesting? Join us!
- 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
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