Junior Support Engineer

Purpose of the job

We are looking for a support engineer to provide stellar support to Passbolt customers and community members. Your primary focus will be to troubleshoot installation issues, help reproduce bugs, participate in discussions related to performance or usability issues. You will also maintain the knowledge base by writing how-to and technical documentation.

Main responsibilities

Support

Your main mission is to create customer delight by delivering responsive, empathetic, and solution-oriented support that turns every interaction into a positive experience, including:

• Evaluate, prioritize and help resolve Passbolt customer support cases. Solve and close at least 90 issues per quarter with an average satisfaction rating above 5 (out of 7) and average response time below 8 working hours (4 working hours for priority SLA customers).
• Communicate and solve customers' problems via email, phone and video-conference.
• Communicate and solve users' issues on the community forum.
• Help maintain public documentation, how-to blogs, and support the team’s knowledge base.
• Document customer-reported bugs with “how to reproduce” steps and help test upcoming releases.

Security

As part of a cybersecurity company, you will play a direct role in protecting customer trust and safeguarding sensitive information. Your security responsibilities include:

• Following company security policies and procedures.
• Maintaining strict confidentiality of customer data at all times.
• Reporting potential security incidents, risks, or suspicious activities in a timely manner.

You should apply if:

You like communicating and helping people

• You're a natural communicator and take pleasure in using those skills to help others.
• You like digging into unknown issues, exploring new technologies, exotic setups and figuring things out the hard way.
• You enjoy solving many small problems per day.

You are a support professional

• you’ve got some experience in a support or other service-oriented customer facing role.
• you’re experienced in writing support / tech-focus content.

You’ve got a knack for web technologies and server administration

• You have Linux systems administration knowledge
• You know at least one programming language, preferably PHP or Javascript.
• You have working knowledge of LAMP environments.
• You have working knowledge of Docker and ideally also Kubernetes.
• You have some experience with Git.
• You have experience with passbolt products.

You enjoy diversity

• You have experience working in an international environment with a culturally diverse user community.

• Fluent in English, both verbal and written and preferably one other language.

Growth opportunities:

You will be a full time Support Engineer at Passbolt. Naturally, a middle-term possible growth path would be to become Senior Support Engineer and lead the upcoming team of fellow support engineers that will join us.