Senior Technical Support Specialist

Senior Technical Support Specialist

You must be able to work 8:00-17:00 Eastern Time. You should be located in the US or within 2 hours of EST (note that we cannot sponsor a visa for this role).

What we’re offering (we know, everyone jumps to this section first!)

• Salary of $50,000 - $80,000 💷 
• Share options so you benefit from our success 🚀
• 28 days paid holiday plus your location's public holidays, and an additional 5 unpaid if want them 🏖️
• Fully remote working. Our HQ is in London, but we have people in Europe, Argentina and South Africa 🌎
• A yearly off-site for the whole company. This year we went to a Croatian island 🏝️

As a small but growing team, we're flexible and offer a level of autonomy that allows you to make meaningful and lasting contributions to Intruder and our customers.

About Us: 

We make it easier to not get hacked.

Every day people sign up for online services, enter their personal data, and put themselves at risk of malicious actors. We work to enable these services to be better protected, making sure new vulnerabilities are found and closed rapidly before your data can be stolen.

We do this with a powerful but easy to use platform that is low on noise and high on trust, information, and context – so when we say it’s critical, companies know they have to act fast.

In the past 2 years, we have grown rapidly in product capability, customer base, revenue, and employee size. The next few years promise more of the same, with plenty of growth opportunities for us and our teams!

About the Role: 

Our Technical Solutions team, at the forefront of Intruder's engagement with our valued customers, plays a pivotal role in providing advanced technical support, solutions, and automation capabilities in order to enable our customer to get maximum value from our services.

What you'll be doing:

• Provide customers with prompt, accurate and empathetic technical support via the chatbot function
• Take ownership of reported technical issues and follow through to resolution with the ability to research, diagnose, troubleshoot and identify solutions, sometimes working with other teams to do so
• Monitor the company's Intruder account (yes, we scan ourselves!) and relay any issues that need to be resolved
• Document support issues and contribute to our knowledge base in the form of help articles, instructions manuals, FAQs, internal process etc – ensuring that content is always up to date
• Design and execute automation solutions that improve customer experience and drive operational efficiency
• Collaborate with Customer Success to interface with clients, understand their unique challenges, and provide tailored technical solutions during the onboarding phase and beyond
• Resolve complex customer issues and provide advanced technical implementation assistance
• Provide ad-hoc support on more complex sales engagements
• Disseminate customer feedback and feature requests to the wider team
• Help upskill and encourage colleagues who are less familiar / confident with technical details

What we think you will need to be successful:

• Strong understanding of Cyber Security, with a specific focus on Offensive Security
• Practical experience with Web Application security testing
• Working knowledge of APIs and web server interaction
• Proficiency in command-line usage across MacOS, Windows, and Linux
• Familiarity with TCP/IP, firewalls, WAFs, IPS, IDS, external and internal networks, TLS/SSL, DNS and methods for testing internet exposure
• Intermediate knowledge of Cloud services (AWS, Azure, and GCP) and security tools such as Nmap
• Empathetic and courteous approach to customer interactions, ensuring customers feel supported throughout their cybersecurity journey

Hiring Process: 

• 15-minute video call with our People Manager (Alexa)
• 1-hour task to complete in your own time
• 1-hour presentation and Q&A with hiring manager Naomi (Head of Support and Scaled Customer Success) and a member of our Security team
• 30-minute video call with our CEO or CTO
• Reference checks
• Offer!