Technical Support Engineer (Cybersecurity Platform)

Jobgether; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Jobgether is seeking a Tier 2 technical support specialist to assist international customers in real time, using logs and dashboards to investigate threats and provide clear guidance. You will work with Elastic Stack, Kibana, BigQuery, and SQL to analyze data, while coordinating with R&D for improved detection and mitigation strategies.

Applicants should have 2+ years in tech support, HTML/CSS skills, strong SQL, and English proficiency.

Qualifications

• Two+ years in technical support with logs, dashboards and troubleshooting workflows.
• Direct client communication experience with a customer-focused approach.
• Proficiency in HTML and CSS.
• Strong understanding of web tech including APIs, HTTP and JavaScript.
• Hands-on with Kibana and BigQuery or similar log analysis tools.
• Advanced SQL skills: CTEs, aggregations, GROUP BY, ORDER BY, window functions (RANK), subqueries.
• Strong analytical and problem-solving abilities to investigate complex issues.
• Upper-intermediate English or higher for international customers.
• Willingness to work in US time zone.

Responsibilities

• Provide Tier 2 real-time technical support with clear, timely responses to incidents.
• Analyze customer traffic and investigate threats, false positives, and detections.
• Use ElasticSearch, Kibana, BigQuery, and SQL to inspect logs and patterns.
• Prepare detailed incident reports with findings and actionable recommendations.
• Communicate effectively with international customers and manage expectations.
• Collaborate with R&D to improve detection and mitigation of cyberattacks.
• Investigate issues involving web tech, APIs, HTTP, and client-server interactions.
• Contribute to ongoing improvements in troubleshooting and threat analysis.
• Stay informed about emerging online threats and evolving techniques.

Skills

Technical support

Log analysis

Kibana

BigQuery

SQL

APIs

HTTP

JavaScript

Client-server

English communication

Tools

Elastic Stack

Regex

Web debugging tools

Job description

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 communication, demonstrating professionalism, patience, and a customer-focused approach.
• Practical knowledge of HTML and CSS.
• Solid understanding of web technologies and client-server architecture, including APIs, HTTP, and JavaScript.
• Hands-on experience with Kibana and BigQuery or comparable log analysis and data investigation tools.
• Strong SQL skills, including Common Table Expressions (CTEs), aggregations, GROUP BY , ORDER BY , filtering, window functions such as RANK() , and subqueries.
• Strong analytical, troubleshooting, and problem-solving abilities, with the capacity to investigate complex issues and identify root causes.
• Upper-intermediate English proficiency or higher, with the ability to communicate technical findings clearly to international customers.
• Willingness and availability to work according to US time-zone requirements.
• Ability to work collaboratively across customer support, research, and engineering teams in a dynamic technical environment.

The following qualifications are considered an advantage:

• Basic cybersecurity knowledge, including proxies, Network Address Translation (NAT), Web Application Firewalls (WAF), network firewalls, VPNs, CAPTCHAs, and CAPTCHA-solving techniques.
• Understanding of online threats and malicious activities, including web scraping, account takeover (ATO), brute-force (BF) attacks, scalping, advertising fraud, and click fraud.
• Familiarity with log analysis, APIs, the client-server model, and regular expressions (regex).
• Experience working with the Elastic Stack and related observability and search tools.

Benefits:

• Meaningful cybersecurity impact: Help protect digital platforms and users from malvertising and other online threats.
• Technical development: Build practical experience in threat investigation, traffic analysis, SQL, and cybersecurity support.
• Collaborative environment: Work closely with international customers and cross-functional research and development teams.
• Continuous learning: Develop your technical skills while keeping up with emerging cyber threats and evolving technologies.
• Problem-solving opportunities: Tackle challenging technical investigations and contribute to improving security detection and incident response.
• Global exposure: Communicate with customers across different markets in an international AdTech environment.