Support Engineer

Please note: Due to high application volume, we’re unable to respond to messages or accept resumes sent through email or other platforms. Please apply through this page only!

About the company

The company is cybersecurity built for advertising. We secure the ad economy from the inside out, providing real-time intelligence and precise controls that detect and block malvertising, scams, disruptive creatives, and compliance risks before they reach users. By disrupting the business models of bad actors, the company empowers digital media to enforce standards, ensure quality, and uphold trust across the ad economy. We protect what matters most — revenue, reputation, and relationships — securing the foundation that allows good advertising to thrive.

Role Overview

As a Support Engineer at the company, you are the front line when a malicious or disruptive ad reaches one of our publishers or platform partners. You'll triage and resolve live incidents: forced redirects, scareware, malware, scam and policy-violating creatives, often under time pressure and with revenue or reputation on the line. Between incidents, you'll review reported creatives and make blocking decisions, verify and enable integrations, investigate discrepancies by tracing ad behavior across devices and environments, and feed what you learn back to our Product and Security teams.

This is a hands-on, technical, customer-facing role. Success requires a strong technical foundation, sharp investigative instincts, calm judgment during escalations, and a genuine customer-first mindset.

Key Responsibilities

• Respond to security escalations. Triage and drive resolution of live malvertising incidents (redirects, malware, scareware, scam and prohibited creatives) reported by publishers and platform partners, coordinating with the Security team on the most sophisticated cases.

• Review creatives and apply blocking decisions. Evaluate reported and flagged ads, apply and refine blocking specifications, and resolve miscategorization, false-positive, and false-negative disputes with sound, consistent judgment.

• Investigate and reproduce issues. Use ad traces, network/DevTools analysis, and device/geo/environment testing to reproduce problems, trace malicious redirect chains through ad markup, and explain root cause.

• Verify and enable integrations. Run script verifications, enable coverage on new properties and formats (display, video, in-app), and troubleshoot wrapper, Prebid, APS, and API configurations.

• Analyze discrepancies and reporting questions. Investigate impression and monitoring discrepancies and produce ad-hoc reports.

• Serve as a technical resource. Act as the go-to for customer-facing teams on technical matters and as an escalation point for the broader Customer organization.

• Close the loop with Product. Relay customer feedback and recurring pain points, and field insights to the Product team to improve the platform.

Experience & Qualifications

• 3+ years in a Support Engineering, Technical Support, or Trust & Safety / security-operations role.

• Working experience in ad operations or another AdTech-adjacent position.

• Able to read and debug JavaScript and ad markup, and to trace redirect chains and creative behavior.

• Hands-on proficiency with browser and network debugging tools (Chrome DevTools, HAR/network waterfall analysis).

• Comfort operating a high-volume queue: triaging and prioritizing time-sensitive escalations and communicating clearly during active incidents.

• Excellent written and verbal communication; you can explain a technical root cause to a non-technical contact.

• Exceptional organization, attention to detail, accountability, and transparency.

• An investigative mindset and entrepreneurial spirit — you dig until you find the real cause.

• Passion for web technologies and for staying current with malvertising and industry trends.

• Ability to demonstrate and whiteboard the company product suite to customers and partners.

Nice to Haves

• Familiarity with Google Ad Manager or other major ad servers.

• Familiarity with Python and PHP for scripting

• Knowledge of programmatic ad serving and the SSP/DSP supply chain.

• Hands-on experience debugging header-bidding technologies such as Prebid.js and wrapper setups.

• Experience with VAST/video and in-app (SDK) ad debugging.

• Experience debugging with Claude.

• Comfort with regular expressions (for keyword/blocklist logic) and basic SQL or dashboard/reporting tools for discrepancy and ad-hoc analysis.

• Exposure to security or trust-and-safety concepts (malware, phishing, cloaking, redirect techniques).

Benefits

• Fully Remote

• Unlimited Paid Time Off

• Sabbatical

• Stock Option Plan

• Exceptional Health Care Plans (Medical, Dental & Vision)

• FSA & Commuter Benefits

• Employee Sponsored Disability & Life Insurance

• 401(k) Plan with Automatic Employer Contribution

• Enhanced and Extended Family Leave

• Learning & Development Budget

• Yearly Office Supply Stipend

• Free Global Co-Working Membership

The company may use artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications. These AI/ML tools assess applications against the characteristics and qualifications relevant to the job requisition. These tools are designed to help identify potentially qualified candidates, but they do not make automated hiring decisions. The AI/ML-generated assessments are one of several factors considered in the hiring process. Our human recruiters thoroughly evaluate your skills and qualifications to determine your suitability for the role.

If you are a New York City resident, you have a right to take at least 10 business days to decide whether to proceed with submitting your information through this process. By continuing, you confirm your understanding of this notice. If you choose to proceed before the 10-business-day period expires, you are making a knowing and voluntary decision to do so.