Tech Customer Support

Summary

Join Hack The Box as a Tech Customer Support agent and contribute to a highly appreciated cybersecurity product. You will troubleshoot issues, provide innovative solutions, and collaborate with various departments. The role requires strong communication and troubleshooting skills, proficiency in English, and experience with web application development. You will utilize tools like Intercom, Jira, and Hack The Box platforms. Occasional weekend shifts may be required. Hack The Box offers a supportive environment, continuous learning opportunities, and various benefits.

Requirements

• Already acquainted with the platforms and products on offer from Hack The Box
• Proficiency with developer tools (DevTools)
• Good knowledge of Windows & Linux operating systems
• Previous experience in web applications development, providing familiarity with common issues faced in this domain
• Ability to identify bugs & clearly describe the issue
• Proficiency in English language (verbal & written)
• Strong troubleshooting skills and patience
• Some experience with networks and network engineering
• Ability to organize and manage multiple communication channels and issues, working both independently and remotely
• Strong communication skills for direct interaction with users via chat

Responsibilities

• Manage requests from the customer user-base, across our HTB platforms and be able to reproduce user-reported issues
• Forward requests to relevant parties internally for solution provisioning or additional checks
• Communicate in real-time with users via Intercom and occasionally through Discord
• Update relevant stakeholders on a daily basis on the progress of technically complex issues
• Open internal JIRA tickets for relevant teams, including reproducible steps, based on the platform and the nature of the issue (bug or user issue)
• Evaluate the impact of issues, either in frontend or backend, and take appropriate actions
• Maintain a high level of familiarity with our platform

Preferred Qualifications

Experience in scripting languages, such as Powershell, Bash, Python is a significant advantage

Benefits

• 25 annual leave days
• Paid parental leave
• Home Office Allowance
• Dedicated budget for training and professional development, participation in conferences
• State-of-the-art equipment
• Full access to the Hack The Box lab offerings; so you can learn how to hack 😉
• Flexibility in working hours