Technical Support Engineer, Fraud Protection

Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company’s DNA, shaping its technological capabilities to defend businesses, citizens, and support law enforcement operations.

Group-IB’s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.

ABOUT THE ROLE

Every day, banks, fintechs, and enterprises across the region rely on Group-IB's Fraud Protection platform to stop account takeover, payment fraud, bots, and social engineering before they reach their customers. When something needs attention, you're the engineer they reach – and the one who makes it right.

We're looking for a Technical Support Engineer to join our Fraud Protection support team. This is a hands-on, technical, customer-facing role for someone who enjoys solving real problems, digging through logs and APIs, and knowing that their work directly keeps people safe from cybercrime.

You don't need to be an expert in fraud prevention yet – you need to be curious, methodical, a strong communicator, and eager to build deep technical and fraud-domain expertise. We'll help you grow the rest.

YOUR MISSION

Be the first response for customer-reported issues and technical questions about the Fraud Protection platform – you receive, understand, and take ownership of every case in your queue.

Troubleshoot like an engineer: reproduce issues, read logs and diagnostics, check configurations and integrations, and resolve what you can directly – quickly and correctly.

Investigate the cause: platform, SDK and API availability, detection and alerting behavior (false positives / false negatives, rules not firing), integration and configuration questions, dashboards and reports.

Escalate cleanly when an issue needs deeper engineering: prepare a clear, complete handover – what happened, what you tried, what you found – and stay the customer's point of contact until it's resolved.

Keep customers informed with clear, timely updates, and never close a case until the customer confirms it's truly fixed.

Make the whole team better: turn resolved cases into knowledge-base articles, surface recurring problems and product feedback, and help others deflect repeat issues.

Work with modern tooling and AI: Jira Service Desk, Confluence, and AI assistants that speed up triage, search, and drafting – so you spend your time on the problems that actually need an engineer.

WHAT WE ARE LOOKING FOR

~1–3 years in technical support, service desk, NOC/SOC, IT support, or a junior solutions/implementation role – anywhere you've worked a ticket queue and owned problems end-to-end.

Real troubleshooting instinct: you can read an error, form a hypothesis, reproduce an issue, and follow a problem to its root in a structured way.

Technical fundamentals: strong core infrastructure and network knowledge, how SDK, APIs, integrations, and SaaS platforms work; comfort reading logs; basic SQL and Python are a plus.

Clear communication: you can explain a technical status plainly, keep a customer calm and informed under time pressure, and write clean case notes.

Ownership and discipline: you work a queue against service-level targets, escalate early when needed, and keep your documentation tidy.

A growth mindset: curiosity about fraud, security, and how attackers think.

Professional working proficiency in English (mandatory).

Bachelor's in Computer Science, Engineering, Information Systems, or equivalent practical experience.

WHAT SETS YOU APART

Exposure to anti-fraud, cybersecurity, digital banking, fintech, or payments environments.

Familiarity with anti-fraud concepts: device intelligence, behavioral biometrics, transaction monitoring, or rule engines.

SQL or light scripting (Python, Bash); log search / SIEM or SOC experience.

Experience with ITSM / service-desk tools (Jira Service Desk, Confluence).

Certifications such as ITIL Foundation, CompTIA Security+, or entry-level fraud/security credentials.

Arabic/French/Turkish languages.

WHY CHOOSE GROUP-IB

Group-IB is a global leader in cybersecurity technologies that investigate, predict, prevent, and fight digital crime. We help organizations reduce risk and protect trust. Trusted by governments, major industries, and law enforcement, we deliver adversary-focused, predictive threat intelligence and cyber fraud fusion solutions that detect, analyse, and mitigate regional and country-specific digital crimes.

Work with real stakes. Group-IB investigates active cybercriminal groups, responds to breaches affecting critical infrastructure, and develops technologies used by law enforcement agencies including INTERPOL, Europol, and Afripol across 60+ countries. We've conducted 1,550+ cybercrime investigations alongside 600+ enterprise customers globally. When you join Group-IB, your work directly disrupts digital crime.

Grow your way. Choose your own path: deepen your craft as a technical expert, step into leadership, move across to another team, or relocate to one of our Digital Crime Resistance Centers across the Americas, Europe, the Middle East & Africa, Central Asia, and the Asia-Pacific. Your growth is our growth — Group-IB's expansion across 60+ active country operations means real career acceleration.

We fund professional certifications at company expense — whether you're pursuing CEH, CISSP, OSCP, or specialized certifications in forensics and penetration testing. You don't have to choose between doing the job and advancing your credentials.

Work alongside industry leaders. Our Unified Risk Platform — Threat Intelligence, Digital Risk Protection, Attack Surface Management, Managed XDR, and more — is recognized by Gartner, Forrester, KuppingerCole, and Datos Insights. Frost & Sullivan named us a 2025 Global Technology Innovation Leader. When you work here, you're building technologies that set the industry standard.

Real challenges, real expertise. You'll take on complex, real-world problems alongside adversary-centric researchers and incident response experts spread across six continents. We've built 21+ years of proprietary telemetry through 1,500+ joint investigations. No two threats look alike — and neither do the skills you'll develop.

A team that is genuinely international. Our people come from different countries, speak different languages, and bring different perspectives. What connects us is a shared mission: fighting cybercrime and making the world safer. We care about your wellbeing and happiness as much as your output.