→ Full-time Remote

TryHackMe is a gamified platform that makes learning cyber security fun and accessible. We've been around for almost three years, have over 1 million registered users and are growing fast..

We're looking for a technical support engineer to assist the TryHackMe team in dealing with both consumer and enterprise support queries. This ranges from providing technical end-user advice when customers use the platform, through to helping replicate bugs and communicate internally to get these resolved.

Responsibilities

• Work with customers and support to clearly identify the nature of reported technical issues
• Assist TryHackMe with providing relevant security content to enterprise customers
• Monitor and prioritize requests and ensure tickets are current and complete
• Identify the root cause of incidents, recommending potential solutions, and actions to avoid its reoccurrence
• Create internal and external knowledge base articles that will be used to assist customers and other support team members
• Evaluating and escalating technical or customer related issues to internal stakeholders

Requirements

• 1-2 years experience in technical support
• Some general knowledge of at least 1 scripting language (Python, PowerShell, Bash)
• Good understanding of web application and networking technologies
• Strong troubleshooting and problem-solving skills. Ability to learn and pick up new skills quickly through training and independent learning.
• Proficiency in English
• Strong written and verbal communication skills

Bonus Points

• Be curious about all things security
• Prior experience with customer support or web development