Company Summary
We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco, Bugcrowd is supported by Rally Ventures, Costanoa Ventures, Blackbird Ventures, Triangle Peak Partners, and others.
Job Summary
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 comfortable working EST & IST hours
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 Hackers to confirm, diagnose, and resolve technical issues.
- Program Operations, Account Management, and Customer Success to assist with Bugcrowd customer program management.
- Application Security Engineers to 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.
Culture
- At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
- We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
- Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.
At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring. We are a supportive & collaborative team who understand that reaching Bugcrowd’s potential depends on the happiness of the employee.
Disclaimer
This position has access to highly confidential, sensitive information relating to the technologies of Bugcrowd. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence.
The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).
Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.
Equal Employment Opportunity
Bugcrowd is EOE, Disability/Age Employer.
Individuals seeking employment at Bugcrowd are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
