Posted 10 days ago

Technical Support Engineer (Cybersecurity Platform)Sigma Software · São Paulo

Technical Support Engineer (Cybersecurity Platform)

São PauloRemoteFull-time

AI Summary

Provides Tier 2 technical support to global customers of a cybersecurity platform, analyzing traffic and logs to identify undetected threats and false detections. Works with RnD and Research teams to improve real-time threat detection and mitigation.

About this role

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

## Qualifications

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