Technical Support Engineer (Cybersecurity Platform)

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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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