Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customer and researcher inquiries via tickets, email, and video channels.

• Address standard L0–L2 technical queries.

• Recognize and implement established workarounds for frequent issues.

• Record repeatable solutions in the Knowledge Base.

• Aid in enhancing internal operational workflows and documentation to improve resolution efficiency.

• Operate under the continual guidance of senior team members.

• Actively seek feedback and coaching to enhance technical skills and foster independence.

• Provide assistance to customers and researchers with inquiries and challenges regarding their interactions and use of the Bugcrowd Security Knowledge Platform.

⛳️ Requirements

• 0–2 years of experience in a technical support role, customer-facing position, or in a technology-related environment.

• Familiarity with command-line tools such as Bash, SSH, and grep.

• Basic exposure to Jira, SAML, APIs, or SSO/2FA integrations.

• Excellent written and verbal communication skills.

• Proficient documentation skills that are clear and professional.

• Solutions-oriented mindset.

• Strong time management capabilities.

• Ability to maintain composure under pressure.

• High sense of urgency.

• Capacity to fulfill all physical requirements with or without reasonable accommodation.

• Ability to remain stationary for 50% of the time.

• Capability to carry or move a laptop as needed throughout the workday.

• Commitment to maintaining confidential information with the utmost discretion.

• Successful completion of relevant background checks.

🏝️ Benefits

• Eligibility for a discretionary bonus program or commission plan.

• Reasonable accommodations for qualified individuals with disabilities.

• 100% remote work-from-home opportunities.