- 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