Remote Student Success Technical Support

Summary

Join OffSec as a Student Success Technical Services (SSTS) member to provide technical support and mentorship to learners, ensuring a smooth learning experience across OffSec's platforms. You will troubleshoot technical issues, guide learners through learning materials, and collaborate with cross-functional teams to enhance processes and validate product features.

Requirements

• BS Degree of Computer Science or Information Security
• Strong knowledge of networking, virtualization, Linux, and Windows systems
• Excellent written and verbal communication skills to provide clear and effective support via chat and email
• Strong analytical and investigative skills with attention to detail for troubleshooting and resolving technical issues
• Experience in guiding or mentoring individuals in cybersecurity subjects
• Ability to develop and improve processes to drive operational efficiency
• Excellent interpersonal and customer service skills
• A strong belief and understanding of being a team player in a remote working environment

Responsibilities

• Provide general and technical support for learners via chat and email, ensuring timely resolution of issues
• Offer technical support for networking, Linux, and Windows systems, helping learners troubleshoot and resolve problems
• Mentor learners by providing guidance on OffSec’s foundational learning materials
• Grade exams for OffSec certifications, ensuring accuracy and fairness
• Test, verify, and validate OffSec products, lab systems, and their features to ensure quality and functionality before release
• Collaborate with cross-functional teams to troubleshoot issues, achieve common goals, and drive successful outcomes
• Take initiative in developing, improving, and implementing processes that enhance operational efficiency and scalability
• Perform other duties as needed to support the success of learners and OffSec’s initiatives

Preferred Qualifications

• A growth mindset fosters a commitment to continuous learning, embracing challenges and opportunities for improvement
• Strong attention to detail, with excellent analytical and investigation skills
• Knowledge and familiarity with networking, virtualization systems, and operating systems, including Windows, Linux, and others
• Experience with scripting and automation using languages such as Bash, Python, PowerShell, JavaScript, and others
• Prior experience in working remotely
• Prior experience in tech support or a similar role
• Experience with ticketing systems, social networks, and network monitoring tools
• Relevant technical or IT certifications are a plus