Hack The Box
cyber security
TechCustomerSupport
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“Tech Customer Support at Hack The Box. Skills: Tech Customer Support, troubleshooting, communication. 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”
What You'll Achieve.
Customer satisfaction and speed of resolving issues are the main metrics in the Tech Customer Support team.
Industry & Context.
troubleshooting skills; Ability to identify bugs & clearly describe the issue; Evaluate the impact of issues, either in frontend or backend, and take appropriate actions
occasional weekend shift coverage may be required a few times per year, cover the US time zone
What They're Looking For.
Must Have
Proficiency with developer tools (DevTools), Good knowledge of Windows & Linux operating systems, Ability to identify bugs & clearly describe the issue, Proficiency in English language (verbal & written), troubleshooting skills and patience, Ability to organize and manage multiple communication channels and issues, working both independently and remotely, communication skills for direct interaction with users via chat
Nice to Have
Already acquainted with the platforms and products on offer from Hack The Box, Previous experience in web applications development, providing familiarity with common issues faced in this domain, Experience in scripting languages, such as Powershell, Bash, Python is a significant advantage., Some experience with networks and network engineering
What You'll Do.
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.
troubleshooting and the provision of innovative approaches to resolving incidents
How You'll Work.
Team & Collaboration
Collaborate closely with other departments (e. g. infra, content development & software engineering); Update relevant stakeholders on a daily basis on the progress of technically complex issues; Open internal JIRA tickets for relevant teams
Communication Scope
good writing skills; communication skills for direct interaction with users via chat; English language (verbal & written)
Process & Methodology
Ability to organize and manage multiple communication channels and issues
Full Job Description
Welcome! Super excited you dropped by 🥳 Let's redefine cyber security expertise standards and connect business - community through highly engaging hacking experiences. (Find out more insights about Hack The Box culture in our career site). **✨The core mission of the Tech Customer Support:** The Customer Support department consists of an international team, covering different time zones on a 24-hour basis. Main objective is to provide support to incoming requests from HTB users & customers across all products. Customer Support Agents collaborate closely with other departments (e.g. infra, content development & software engineering) so that they can provide solutions and resolve issues. Customer satisfaction and speed of resolving issues are the main metrics in the Tech Customer Support team. Also, occasional weekend shift coverage may be required a few times per year. **🍺 The fellowship you’ll be joining:** Main responsibilities will be the troubleshooting and the provision of innovative approaches to resolving incidents, covering the weekend shift. Being already part of the HTB community is an asset in this role, since there is a need for support across our HTB platforms. We are mainly using Intercom with our type of communication being mostly written, so a good knowledge of English language and good writing skills are a must have. Your experience in web development as well will be highly appreciated. __Based on the needs of the team, please take into consideration that we are looking to cover the US time zone.__ **⚔️ Technology tools & weapons you’ll be using:** * Intercom, Jira, HTB Platforms **🚀 The adventures that await you after becoming Tech Customer Support at Hack The Box:** * 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 th
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