Open job: Help and Support Specialist (EU timezone)

Make a difference to the lives of 1,000s of hackers by being a friendly face they can reach out to for help.

Our tool, Dradis Framework, is used by 1,000s of hacking experts in 44 countries around the world. We're looking for folks who like to solve problems and build a business and product that people genuinely love to interact with.

We're small, self-funded, profitable, and have been in business for 12 years.

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.
  • Helping create and support Dradis reporting templates (Word, Excel, HTML), writing custom scripts, etc.

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: we don't like to keep our users waiting. If regular support channels like email or Slack don't cut it, you may jump on a quick screenshare to help. Don't worry, we'll train you up well in advance.

This is a full-time position with an immediate start date to work 100% remotely. You'll be taking care of our customers and community for about 40 hours per week – Monday through Friday having a flexible schedule with reasonable overlap with normal EU business hours.

What’s the opportunity?

We’re looking to hire our 10th full-time employee, a well-rounded Rails developer.

In this role, you will learn a ton and be part of a small, global, and user-centered company. You’ll have the opportunity to make a difference to the lives of 100s of ethical hackers. Plus, as a small team, you will will have a lot of choice about what to work on, and there are still a lot of untapped opportunities for you to grow as the company does.

Daniel at the BlackHat conference

Our founder, Daniel, presenting at the BlackHat conference.

About you

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.

Benefits of working with us

Like the deal?

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Yes, this is my dream job!

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