Full-Time Technical Support Engineer

Respond promptly and professionally to Customer inquiries and technical support requests.

Secure the agreed levels of service are met according to the Service Level Agreement (SLA).

Analyze Customer traffic to identify undetected threats and false detections, primarily using ElasticSearch and BigQuery (SQL).

Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems.

Conduct in-depth analysis of Customer problems, identify root causes, and implement effective solutions.

Maintain accurate and detailed records of Customer interactions, technical issues, and resolutions in the ticketing system.

Monitor and analyze system performance and availability, identifying and addressing potential issues to minimize downtime.

Participate in the creation and maintenance of technical documentation, knowledge base articles, and troubleshooting guides.

Assist in testing and validating software releases and updates before deployment to ensure quality and reliability.

At least 1 year of experience in a Technical Support role.

Hands-on experience with analyzing large and complex data sets (data manipulation, statistical analysis, conclusions, etc.).

Experience working with Jira and a desire to continue developing in this direction.

Knowledge of web architecture and protocols (CDN, HTML, DOM, JS, HTTP, HTTPS, IPv4/v6, etc.).

Experience with SQL and JavaScript.

Hands-on experience in troubleshooting technical issues, using tools, logs, and diagnostic techniques.

Basic understanding of network configurations.

Analytical mindset and data-driven decision making.

Customer-facing and communication skills.

Upper-intermediate level of English.

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