Customer Support Engineer

About the Role

Bugcrowd is seeking a motivated Customer Support Engineer I to join the Bugcrowd Support team. In this role, you will be the initial point of contact for Customers and Researchers regarding questions and issues related to the Bugcrowd Security Knowledge Platform. The ideal candidate is a quick learner, a diligent professional, and an effective communicator, focused on developing cross-functional relationships.

Key Responsibilities

• Initial Technical Support: Serve as the first point of contact for customer and researcher issues across tickets, email, and video channels, resolving standard L0–L2 technical questions.
• Knowledge & Documentation: Identify and apply established workarounds for common issues while documenting repeatable solutions in the Knowledge Base.
• Workflow Optimization: Assist in refining internal operational workflows and documentation to increase resolution efficiency.
• Guided Professional Growth: Work under the regular guidance of senior team members, proactively seeking feedback and coaching to develop technical skills and independence.

Requirements & Tech Stack

• Technical Foundations: Familiarity with command-line tools (e.g., Bash, SSH, grep) and foundational exposure to integrations such as Jira, SAML, APIs, or SSO/2FA.

Qualifications

• Experience: 0–2 years of experience in a technical support, customer-facing, or technology-adjacent environment.
• Communication Skills: Strong written and verbal communication abilities with a focus on clear, professional documentation.
• Problem-Solving Mindset: A solutions-oriented approach with strong time management, composure under pressure, and a high sense of urgency.
• Security Interest (Preferred): Demonstrated interest in cybersecurity concepts, vulnerability types, or ethical hacking.

Working Conditions

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