Tech Customer Support

Ready to embark on the quest of joining Hack The Box?

At the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity expertise. Get ready for an exciting adventure into the world of cybersecurity! 🚀🔒💻

✨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.

Based on the needs of the team, please take into consideration that we are looking to cover the South America time zone.

🍺 The fellowship you’ll be joining:

Main responsibilities will be the troubleshooting and the provision of innovative approaches to resolving incidents. 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.

⚔️ 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
• Conduct investigation and impact analysis as well as reproduce the potential issue
• 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

🏆 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
• Good knowledge of Windows & Linux operating systems
• Previous experience in web applications development
• Experience in scripting languages, such as Powershell, Bash, Python
• Proficiency in English language (verbal & written)
• Strong troubleshooting skills and patience
• Some experience with networks and network engineering
• Process and evolution oriented mindset
• Ability to organize and manage multiple communication channels and issues, working both independently and remotely
• Strong verbal and written communication skills

🕹️ 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!
• 🎯 Access to the Hack The Box lab offerings; so you can learn how to hack 😉

Important note: This is an external consultant type of employment.

🗺️ The Quest of Becoming Hack The Box’s Tech Customer Support Agent

• Level 1: Like in any game, you start as a Noob. Level one’s objective: submit your application.
• Level 2: After applying, you unlock the Script Kiddie rank! This level’s objective: pass the screening process.
• Level 3: Now you’re officially ranked as Hacker and you’re ready to meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values.
• Level 4: As a Pro-Hacker at level 4, you’ll unlock the “boss level”, which involves meeting the hiring manager. Level’s objective: connect with the hiring manager and share with them your achievements.
• Level 5: Now you’re an Elite Hacker! Level’s objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB.
• Level 6: Congratulations, you're now a Guru and officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer.
• Quest complete. Congratulations, you’re officially part of our mission! 🥳🎉🎇

Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! 🚀🔒💻

At Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers enjoy through our platforms. So, if you're ready to embark on a journey of growth and adventure, we can't wait to meet you!