Customer Support Technician

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

📋 Description

• Assist in handling incoming requests from HTB users and customers across all product lines.

• Work collaboratively with various departments to deliver solutions and address issues.

• Oversee requests from the customer user base across HTB platforms and be capable of replicating user-reported problems.

• Redirect requests to appropriate internal teams for solution delivery or additional verification.

• Engage with users in real-time through Intercom and, at times, via Discord.

• Provide daily updates to relevant stakeholders on the status of technically complex issues.

• Create internal JIRA tickets for pertinent teams, including steps to reproduce issues.

• Assess the impact of issues and take necessary actions.

• Maintain a strong understanding of the platform.

⛳️ Requirements

• Familiar with the platforms and products provided by Hack The Box.

• Skilled in the use of developer tools (DevTools).

• Solid understanding of Windows and Linux operating systems.

• Prior experience in web application development, providing insight into common challenges in this field.

• Capable of identifying bugs and articulating the issues clearly.

• Experience with scripting languages such as Powershell, Bash, or Python is a notable advantage.

• Proficient in English, both verbal and written.

• Strong troubleshooting abilities and patience.

• Some familiarity with networks and network engineering.

• Skilled at organizing and managing multiple communication channels and issues, capable of working both independently and remotely.

• Excellent communication skills for direct user interaction through chat.

🏝️ Benefits

• 25 annual leave days.

• Paid parental leave.

• Home Office Allowance.

• Dedicated budget for training and professional development, including participation in conferences.

• State-of-the-art equipment.

• Full access to Hack The Box lab offerings, providing opportunities to learn hacking techniques. 😉

• Flexibility in working hours.