Customer Support Engineer

4 weeks ago

india Bugcrowd Full time

The Bugcrowd Support Team is looking for a talented and motivated Support Engineer to join our team - working in a unique and thriving marketplace that simultaneously works with both B2B clients (Tesla, Atlassian, Intercom, etc.) and our ever-growing base of freelance Security Hackers. 

Reporting to the Manager of Bugcrowd Support, you will be the initial point of contact for both Hackers and Program Owners for all questions and issues regarding interactions on, and usage of the Bugcrowd platform. 

An ideal candidate is someone who enjoys helping people succeed with technology, isn't afraid to suggest improvements in practices and products, and also has endless patience. They should love to learn, be able to context-switch quickly and effectively, easily and be able to communicate with empathy at all times - with a preferred focus on helping us support the global security community

**Please note this role is only open to candidates located in India

Essential Duties and Responsibilities

Be a primary contact for both internal and external (customer/hacker) technical issues. Provide technical/solution support to our client and user base through multiple channels: tickets, email, phone, and/or video chat, on a variety of technical subjects. Become an expert in all things Bugcrowd: identifying solutions, creative solutions and/or workarounds for complex issues and proactively looking for areas of improvement in our product suite, procedures, and the company as a whole. Document repeatable solutions in our Knowledge Base to enable consistent and timely resolutions for L0 (self-service) and L1 issues. Build relationships with other teams and departments within the organization, such as product development, account management, customer success, and marketing, to ensure seamless and effective support for customers. Identify improvements to workflows to gain efficiencies through documentation, improved processes and automation. Create and maintain canned responses for consistent communications to customers and hackers through Freshdesk. Maintain and manage internal and customer/hacker documentation.

  You’ll be working with:

Customers and Hackersto confirm, diagnose, and resolve technical issues. Program Operations, Account Management, and Customer Success to assist with Bugcrowd customer program management. Application Security Engineersto address issues raised by Bugcrowd’s hacker community.

Suggest and/or relay suggested platform improvements or documentation adjustments to the Product team.

Knowledge, Skills, and Abilities

2+ years experience in a Customer Service/Service Desk role or related experience Technical knowledge and aptitude: Ability to gain expert knowledge of the products and services Bugcrowd provides, as well as the tools used to support customers, and the ability to learn new technologies as needed. Customer service orientation: A strong focus on customer satisfaction, and able to understand customer needs and provide effective solutions. Communication and Interpersonal skills: Excellent verbal and written communication skills, able to communicate effectively and build relationships with customers, team members, and other stakeholders. Problem-solving skills: Strong problem-solving skills, able to analyze complex customer issues and develop effective solutions. Empathy when approaching escalated situations; tension & emotions run high during these times. Excellent time management and ability to adapt to shifting priorities. Attention to detail and ability to identify creative solutions to changing and complex problems. Good at building strong effective working partnerships and managing conflicts of interest between various parties and stakeholders. Time management and organizational skills: Effectively prioritize tasks and manage time to meet defined SLOs. Adaptability and flexibility: Able to adapt to change and work effectively in a fast-paced, dynamic, and ever-changing environment. Experience supporting SaaS solutions, preferably in the security space. Ability to work independently and take initiative in a remote work environment.

You’ll need to be conversant in:

General web concepts - http, web applications, etc. Web application security concepts. Incident/Crisis Management.

Bonus points if you have:

Intermediate proficiency in Freshdesk, Zendesk, or similar ticketing systems.

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