Tech Customer Support

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 South East Asia time zone (UTC +08:00)* **⚔️ 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 in exceptional cases 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. 🏆 **Skills, knowledge, and experience points required to unlock the role of Tech Customer Support at Hack The Box:** - 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 - Experience in scripting languages, such as Powershell, Bash, Python is a significant advantage. - 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 🕹️ **What your Hack The Box adventure will have in store:** - 🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large. - 🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy. - 🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows. - 🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups! **💰 The gems you’ll be enjoying as…