Support Specialist Level 1

Who we are

CrowdSec is a cybersecurity product with a human-sized team of experts in their fields. Our open source software is used in over 185 countries worldwide by tens of thousands of users, and we intend to bring millions more onboard to help us outnumber cybercriminals altogether.

Our mission is to deter opportunist and organized cybercrime, through an internet-scale, real-time, security network. This network is powered by tens of thousands of users, sharing with one another aggressive IPs they blocked using our open source software. By coupling this local behavior analysis and sharing its findings within our community, we create a crowdsourced Cyber Threat Intelligence solution of unprecedented magnitude, that will counter the vast majority of technical hacks.

Job, at a glance

We are looking for an autonomous, English-speaking person to join the team and help us organize and nurture technical support for our open-source software suite.

You will be the first point of contact from community, customer and partner tickets based on SLAs. Interact with the community and the development team to solve complex problems faced by end users and structure feedback to help permanently improve the software and documentation.

Knowledge of the Linux ecosystem is mandatory as you’re expected to support admins around the world. Knowledge of the Windows ecosystem is greatly appreciated.

At CrowdSec, our priority is to deliver great, robust, and versatile open source software and protect the digital world from cybercriminal activities. Our community is our greatest strength and by growing it, we will outnumber hackers. Are you in to tackle the biggest challenge of this decade?

Your mission

• Triage incoming tickets based on SLA’s and communicate effectively within the support team.

• Find innovative ways to improve the community users autonomy

• Extend the knowledge base for the OSS components

• Help the community users find their way around the OSS components

• Contribute to the triage and qualification of issues, bug-reports and feature requests, for both the open source community and partners network

• Partake and moderate technical support discussions on Discord, Discourse and Reddit

Essential:

• Troubleshooting expertise: Adept at diagnosing and resolving issues in Unix and Windows systems around our software

• Proficiency in scripting: A strong understanding of Shell scripting (Bash, PowerShell, etc.)

• Ability to create and maintain documentation

• Knowledge of Git and GitHub

• Proficiency in English, both written and spoken

Desirable:

• OCI Containers (Docker, Podman)

• Zendesk experience

• Golang

• Multilingual speaker

What you get

• Rewarding salary

• Stock Options (ESOPs, named BSPCE in French)

• 100% remote job with a few team trips per year for team gatherings

• Remote work equipment (laptop, extra monitor,etc.)

• Chance to be part of an industry-defining adventure

At CrowdSec, we pride ourselves on reflecting our values in all that we do. Our hiring process is not an exception! We promote a culture of trust, feedback, transparency, and equality to foster an environment of psychological safety at work. Join our team and develop your potential!