Security Roots Ltd

Help and Support Specialist (EU timezone)

  • Contract: Full-time

Job Description

What we offer & what we are looking for:

We're looking to bring a new person onboard our Help & Support team. You'll become an expert in all areas of our flagship product Dradis Professional. If you know where the name Dradis comes from, this may just be the perfect job for you!

The bread and butter of the position involves:

  • Troubleshooting technical issues in Dradis and helping our developers diagnose bugs.
  • Acting as the bridge between our users and the product team. As someone on the front line, your understanding of the product and our users is incredibly valuable. You'll regularly chat with the both to make sure we're getting things right.
  • Enhancing and growing our online documentation tools.
  • Customer success is a big part of the role. You'll work one-on-one with customers, helping them to get the most out of Dradis. You won't be shy to jump on a live screen- sharing session, or to schedule meetings to talk about unique use cases.

Other areas you'll be dealing with:

  • Techie stuff: when people report bugs or are having trouble using Dradis, you'll help them troubleshoot and re-create bugs for our development team.
  • Taking care of people stuff: when people just want to chat or have a social media question, you'll respond.
  • Screen-share stuff: you may (occasionally) do a product tour or demo for a team that is thinking about starting using Dradis.
  • This is a part-time position with an immediate start date to work 100% remotely. You'll be taking care of our customers and community for about 10-20 hours per week – Monday through Friday having a flexible schedule with reasonable overlap with normal EU business hours.

Skill Requirements

  • You speak technology as a first language and are great at teaching yourself new software and web applications. You are not afraid of the source code, and have some rudimentary knowledge of Ruby (or some other programming language) and are not afraid to use it!

  • Ideally you've held a remote position before, or you've held a similar technical support role in a traditional organisation but now are looking to improve your work-life balance.

  • You're comfortable communicating with others verbally and in writing. You will be regularly contacting clients via email and dealing with the rest of the team to squash bugs and solve user problems. You can de-escalate a tense situation with ease and you can slip the word "cylon" somewhere in your application.

  • You're passionate about support. You're in it for the long haul, and you've been doing it for a while. This isn't your first rodeo, nor is it a stepping stone. We're looking for someone with experience and a serious knack for helping others.

About the Company

In short, Security Roots helps make the Internet safer. We work with IT security professionals and ethical hackers to help them find security holes and vulnerabilities in systems before the bad guys do.

There is a lot of creativity and innovation involved in findings those holes. Unfortunately, it’s not all fun and games, in order for their “findings” to be useful, they need to document their results, track progress, notify stakeholders, review mitigations implemented, verify, re-test, etc. There is a lot of overhead involved in the process.

Surprising no one, IT Security experts like the fun and games but don’t like the overhead/ back-office stuff. That’s where we come in, we exist to make the life of IT Security professionals easier, better, more enjoyable by making all of these overhead tasks easier and more painless.

We've been in business for 5 years, completely self-funded and profitable. Today, we serve over 440 Infosecurity teams across 37 different countries.

How to apply

Apply for this job online using the link below.

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