Tech Customer Support (Cybersecurity)

TL;DR

Tech Customer Support (Cybersecurity): Troubleshoot and resolve user issues across HTB platforms, collaborating with internal teams with an accent on incident reproduction, bug identification, and customer satisfaction. Focus on evaluating frontend/backend impacts, opening JIRA tickets with reproducible steps, and maintaining high platform familiarity.

Location: Brazil. Looking to cover US time zone.

Company

hirify.global is a cybersecurity performance platform uniting upskilling, workforce development, and recruitment for organizations worldwide.

What you will do

• Manage and respond to user requests via Intercom and Discord across HTB platforms
• Reproduce issues, evaluate frontend/backend impacts, and take appropriate actions
• Open JIRA tickets with reproducible steps for relevant teams like infra and engineering
• Update stakeholders daily on complex issue progress
• Forward requests internally and communicate real-time with users
• Maintain familiarity with platforms and cover occasional weekend shifts

Requirements

• Proficiency in English (verbal and written)
• Acquainted with hirify.global platforms and products
• Proficiency with developer tools (DevTools)
• Good knowledge of Windows and Linux
• Previous web development experience
• Ability to identify bugs and describe issues clearly
• Strong troubleshooting skills, networks knowledge, and scripting (Powershell, Bash, Python advantage)

Nice to have

• Experience in HTB community
• Scripting languages proficiency

Culture & Benefits

• 25 annual leave days and paid parental leave
• Home office allowance and state-of-the-art equipment
• Dedicated training budget, conferences, and full HTB lab access
• Flexible working hours and supportive environment with growth opportunities
• Global meet-ups and fun company culture

Hiring process

• Submit application
• Talent Acquisition interview on achievements and values
• Hiring team interview with job-related assignment
• Final conversation with senior leadership
• Offer and onboarding