Software Engineer - Support

Job Summary

Bugcrowd is looking for a talented and motivated Software Engineer Support to join our Engineering Support team. The Engineering Support team is the crossover point between Bugcrowd product support and engineering responsible for receiving analyzing and resolving internal issues that have arisen through monitoring tools and systems and external issues that have been escalated through the product support to engineering process.

The ideal candidate is an experienced software engineer with a strong background working in an SLA-driven engineering support environment. The role requires the ability to drive deep into Bugcrowd’s applications to troubleshoot technical issues while liaising with the issue submitter.

It is preferred that candidates have: strong SLA-driven approach to resolving issues emphasis on team knowledge growth and improvement process-driven with strong organization skills self-driven desire to understand and solve problems the ability to query and understand data in a number of different ways; experience troubleshooting REST API connectors pre-packaged integrations and webhooks; exposure to single sign-on authorization techniques like SAML and OAuth including the use of basic SSO platforms like Okta or OneLogin; perseverance when triaging and investigating software bugs including the ability to delve deep into the technical side of a problem; a broad understanding of software technology including knowledge of software platform patterns (e.g. teams functionality billing areas comments payments or ticketing systems); experience or exposure to bug tracking and reporting software; and an enthusiasm for working closely with engineering support.

This role will bridge the gap between the Support function and other groups including Operations Engineering and Product Management and is integral in providing higher technical guidance and solutions across a wide variety of situations.

Essential Duties and Responsibilities

• Fix bugs and other software defects reported to our ticketing system.

• Manage escalations of both internal and customer facing technical issues.

• Provide technical/solution support to our client and user base.

• Become an expert in all things Bugcrowd: identifying solutions creating 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 engineering support issues.

You’ll be working with:

• Product and Engineering to diagnose customer and researcher issues and collaborate on future solutions to prevent issues in the future.

• Customers and Hackers to confirm diagnose and resolve complex technical issues.

• Program Operations and Account Management to assist with Bugcrowd customer program management.

• Application Security Engineers for addressing issues raised by Bugcrowd’s researcher community.

Education Experience Skills & Abilities

• A degree in Computer Science Computer Engineering Mathematics or related field.

• 3-5 years of experience understanding complex technical issues anywhere within a product being able to dig into the corresponding code determine root cause and develop a robust solution.

• Several years of coding experience in javascript and in more than one backend language preferably Scala Go Kotlin or Ruby.

• Strong hands-on integration experience (JIRA SAML API SSO 2FA) with the ability to walk non-technical customers through proper setup of integration configuration.

• Experience with Event-driven architecture and some understanding of data architecture.

• Familiarity with and capability of using command-line tools and utilities (Bash SSH grep etc).

• Knowledge of or interested in infrastructure and cloud (preferably AWS)

• Outstanding follow-through on projects - highly motivated with a strong sense of urgency and able to be self-sufficient.

• Ability to maintain composure and a clear head under duress.

• Excellent time management and ability to adapt to shifting priorities.

Working Conditions

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

Sitting and/or standing - Must be able to remain in a stationary position 50% of the time

Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day.

Environment - remote work-from-home 100% of the time.

ADA Statement

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact HR at [email protected].