Support Engineer

About Passbolt

Passbolt is an innovative cybersecurity product company that is growing quickly. We are remote-friendly and our headquarters are based in Luxembourg (Europe). We are the team behind Passbolt, the leader open source password manager for teams used by 10,000 organizations in 50+ countries. Passbolt has recently been ranked in the top 5 open source startups with the fastest growth by Runa Capital.

We are looking for a seasoned Support Engineer in order to work with our support team, provide amazing support to our fast growing customer base and help us in our mission to become the de facto solution for password management for agile teams.

You will join a growing and vibrant team committed to provide an exceptional experience to all passbolt users, community members and customers. Passbolt is and always will be an engineering company. We're looking for versatile self-motivated engineers with a knack for technology, ethics and privacy, who can think out of the box and find elegant solutions to challenging problems.

See. https://www.passbolt.com

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

Evaluate, prioritize and help resolve Passbolt customer support cases.

Communicate and solve customers' problems via email, phone and video-conference.

Act as the liaison between Passbolt and the community.

Write documentation, update knowledge base, blog posts, tutorials, videos.

Work hard to solve customer problems while delighting them along the way.

Participate in product discussions and roadmap prioritization.

Suggest and implement improvements to Support workflows

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 2+ years of experience in a support or other service-oriented customer facing role.

you’re experienced in writing support content.

you’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.

You have experience managing complex situations and communicating clearly with involved stakeholders.

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

You have excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).

You know at least one programming language, preferably PHP.

You have already installed and managed a CMS (Wordpress, Drupal) on a linux server.

You have excellent knowledge of LAMP environments.

You get excited when you hear about Docker, Kubernetes, Serverless environments.

You have some experience with Git, Gitlab, CI/CD.

Interest in security and solid practical understanding of OpenPGP.

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.