Technical Support Engineer

Summary

Join SpecterOps as a Technical Support Engineer to assist BloodHound Enterprise customers and Community Edition users. This remote EMEA-based role requires troubleshooting complex technical issues and delivering exceptional customer service. You will be the primary point of contact for customer inquiries, collaborating with other teams to resolve problems and improve products. The position demands strong technical skills, excellent communication, and a passion for continuous learning. SpecterOps offers a competitive salary (€85,000 - €105,000), comprehensive benefits, and a supportive remote work environment.

Requirements

• 5+ years of experience as a Technical Support Engineer
• Basic understanding of the OSI model and networking
• Basic understanding of scripting languages such as PowerShell or Python
• Working knowledge of query languages and REST APIs
• Experience supporting client-side applications that send and receive data from a SaaS platform
• Understanding of general IT security principles
• Excellent problem-solving and troubleshooting skills
• Exceptional communication and interpersonal skills
• Based in the EMEA region
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to quickly learn new technologies and an ongoing desire to stay current with the latest technologies
• Ability to successfully complete a criminal background investigation
• Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency

Responsibilities

• Serve as the primary point of contact for technical issues and inquiries from customers
• Respond to support tickets, emails, and phone calls in a timely and professional manner
• Collaborate with Technical Account Managers to provide a smooth and continuous customer experience
• Analyze and diagnose technical problems, providing effective and sustainable solutions
• Utilize technical knowledge and expertise to troubleshoot issues with BloodHound Enterprise and BloodHound Community Edition
• Document and communicate troubleshooting steps and resolutions to clients and internal teams
• Develop a deep understanding of the BloodHound products and SpecterOps services to provide accurate and effective support
• Work closely with the engineering and product management teams to escalate and resolve issues
• Provide valuable input for product improvement based on customer feedback
• Create and maintain detailed documentation on common issues, solutions, and best practices
• Contribute to the development of knowledge base articles and user guides

Preferred Qualifications

• Experience with BloodHound Community Edition or BloodHound Enterprise
• Experience configuring SAML / OIDC
• Experience with Cypher query language
• Knowledge of Active Directory and IT Security best practices

Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 401(k) with up to 4% company match
• Stock Options & quarterly bonuses
• Remote work: $1,500 new hire allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course, company swag!