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Technical Support Engineer (Cybersecurity Platform)
MiddleremoteBrazil, BR2w ago
Market insights
📊 Security: salaries and demand on the marketDetails
- Experience
- 2+ years
- English
- C1, required
- Time zone
- US
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Accountabilities
- Provide Tier 2 technical support to customers in real time, delivering clear, professional, and timely responses to technical questions and incidents.
- Analyze customer traffic and investigate suspicious activity to identify previously undetected threats, false positives, and inaccurate detections.
- Use ElasticSearch, Kibana, BigQuery, and SQL queries to examine logs, investigate patterns, and support data-driven troubleshooting.
- Prepare detailed incident reports that communicate findings, explain technical issues, and provide actionable recommendations to customers.
- Maintain effective communication with international customers, ensuring prompt responses, clear expectations, and efficient issue resolution.
- Collaborate with research and development teams to improve customers' ability to detect and mitigate cyberattacks in real time.
- Investigate technical issues involving web technologies, APIs, HTTP requests, and client-server interactions.
- Contribute to continuous improvements in troubleshooting practices, threat analysis, and the overall effectiveness of the cybersecurity platform.
- Stay informed about emerging online threats and evolving attack techniques to help maintain effective security detection and response capabilities.
- Requirements: At least two years of experience in technical support, including working with logs, dashboards, and technical troubleshooting workflows.
- Previous customer support experience with direct client communic
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