Technical Support in Cybersecurity: A Line Between Technology and Human Behavior

As a kid, Nikola was fascinated by the idea of doing something noble, like protecting others.
So for him, cybersecurity isn’t just a career — it’s a childhood dream.
Inspired by his father’s work and fueled by action-packed movies about protecting the digital world, he’s always seen cybersecurity as more than just a field; it’s a calling.

Now, he’s passionate about solving problems, from unexpected tech challenges to handling security incidents. By collaborating with his team and clearing his mind on a run, he stays ready for whatever comes next.

Ready to learn more about his position?

Can you tell us about your journey into cybersecurity? What drew you to the support side of this field?

My love and interest in security issues come directly from my father’s line of work. I was just a kid back then and wanted to imitate my father, doing something cool and noble, ‘protecting’ others. When I was just a bit older, there were cool movies about the subject that just fueled my fire for cybersecurity.

What’s a typical day like for you at BlueGrid?

 A typical day starts by reviewing the things I’ve done before. There is always a possibility I missed something or interpreted differently that the request wasn’t about. To avoid that, checking on myself is a thing for me. Also, I like to ‘spy’ on my teammates – they are fantastic guys and there is always something to learn from them. Lastly, a typical day includes a moment like ‘ha, I didn’t know that’, which keeps me grounded for being open to the unexpected.

Cybersecurity is constantly evolving. What tech and non-tech skills are most useful in your day-to-day work?

Let’s start with non-tech first. For me, that’s taking it slow. You need time to review and analyze what you do (and recheck them 🙂 ). For tech-related skills, a quick and structured response is essential to minimize damage when a security incident occurs. Incident response involves steps like isolating affected systems, containing the attack, and preserving evidence.

What is exciting about cybersecurity that keeps you motivated in your role?

As mentioned before, it’s not just a thing you are doing, it’s more of a vocation. Helping others to be safe online gives me a reason to be motivated and more responsible when doing my part.

Do you have a favorite cybersecurity tool that you think every aspiring engineer should explore? 

OSINT Framework is a great tool for everyone working or inspiring to join cybersecurity.

What part of your role do you find most rewarding? Is it problem-solving, customer interaction, or something else? 

For me it is problem-solving, I love ‘Eureka’ moments. 🙂

Speaking of the team, what do you enjoy the most?

The guys are simply great. They are always willing to help, and when I say ‘always’, I mean it.
I realized that once I joined the team. 🙂 

Can you share some interesting aspects of being a Technical Support Engineer in cybersecurity that people outside the industry might not know about?

One fascinating aspect of being a Technical Support Engineer in cybersecurity (something that often goes unnoticed) is how much psychology is involved. It’s not just about responding to issues and applying patches. Every day, you’re engaged in a constant cat-and-mouse game, where attackers are always innovating. Part of your role is to think like them, to anticipate and stop what they might do next. It’s a role that often requires balancing the line between technology and human behavior.

What would you imagine yourself doing if you weren’t working in cybersecurity?

If not cybersecurity I would probably work as a System Admin or DevOps.  

What advice would you give someone interested in joining the cybersecurity field, specifically in a Technical support role?

Don’t give up, never. Things get easier after a while.  

We know you enjoy running – how does that influence your daily routine?

Running is like meditation for me. While running, I think about my plans, goals, what I say, how I act, etc. This personal non-interrupted conversation with myself is therapeutic to me. 

Are there any non-tech books you’d recommend? How about a favorite film, podcast, or series?

My non-tech book, which is unrelated to any specific line of work, would be Atomic Habits. It explains concepts we may already know (or not) and shows how good habits can be easy to form and apply to any area of life or work.

Besides that, I would recommend Dune, movies, and books. The book is fantastic and I’m currently reading the third one in the series.