Censys ingests millions of certificates and billions of network handshakes daily and exposes this data to customers to help them secure their organization by understanding their network attack surface. We’re a true startup with midwestern roots and a brilliant academia-backed founding team. We’re looking for a high-energy, action-oriented person who is interested in helping build a product and culture that we’re proud of for years to come.

We’re looking to hire our first Technical Support Engineer based in EMEA! In this role, you’ll be responsible for providing effective and timely resolutions for customer issues.  At Censys, we’re building tools for security teams that help with visibility. As we work with security teams to define and defend their perimeter, or hunt for adversary infrastructure, we want to be the approachable, knowledgeable, reliable, and trustworthy partner that teams enjoy working with. 

What you’ll do:

  • Be the primary point of contact for customer support and escalation tickets
  • Troubleshoot and document reported issues thoroughly and work with Censys customers to resolve issues
  • Work with Customers, Solutions Engineers, and Customer Success Engineers to report issues to Engineering Team
  • Create and publish knowledge articles documenting how to resolve or troubleshoot identified issues in the Censys product 
  • Log product defects succinctly for resolution by the development team
  • Provide assistance/training to customers as required
  • Collaborate effectively with other team members

What you’ll bring:

  • A minimum of 3+ years of experience supporting customer technical support tickets in a SaaS company, preferably in security 
  • Great follow through!  Takes the initiative to own issues until resolution
  • Loves to translate "customer-speak" to "developer-speak" and vice-versa
  • Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
  • Experience documenting work in a ticketing system
  • Strong TCP/IP knowledge and the ability to troubleshoot connectivity issues
  • Familiarity with cloud apps and services
  • Strong empathy for customers AND passion for revenue and growth
  • Ability to escalate issues as needed to satisfy customer demands
  • Ability to accommodate a flexible work schedule to support a global customer base
  • Familiarity with basic network security practices

Skills that set you apart:

  • Basic scripting skills, such as BASH, Python, etc
  • Bachelor's degree in Information Technology or related field or equivalent work experience
  • Familiarity with Censys products
  • Prior work history in the threat intelligence or network security field

We are located in Ann Arbor, Michigan but open to hiring this position to be located 100% remote based in the EMEA region. 

We value diversity and are committed to creating an inclusive environment for all employees. Censys is an equal opportunity employer.

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