Open Source Product Support Specialist

Who we are 

CrowdSec is a cybersecurity product with a human-sized team of experts in their fields. We have worked remotely since day one. Our open source software is used in over 185 countries worldwide by tens of thousands of users, and we intend to bring millions more onboard to help us outnumber cybercriminals altogether.

Our mission is to deter opportunist and organized cybercrime, through an internet-scale, real-time, security network. This network is powered by tens of thousands of users, sharing with one another aggressive IPs they blocked using our open source software. By coupling this local behavior analysis and sharing its findings within our community, we create a crowdsourced Cyber Threat Intelligence solution of unprecedented magnitude, that will counter the vast majority of technical hacks.

If you …

• Want to take part in an adventure with a young and fully-funded startup,

• Want to work with a team of blackbelt pros in their fields and have fantastic interactions with an exciting community

• Enjoy contributing to an open-source project

• Are autonomous, do not hesitate to share new ideas with the team, and constantly monitor new solutions,

• Are looking for an eye-opening, behind-the-curtain adventure in the field of cyber security

• Want experience sharing with repeat entrepreneurs, and a job with a greater purpose

• Can work +/- 4h from CET

Then this opportunity might be for you!

Job, at a glance

We are looking for an autonomous, English-speaking person to join the team and help us organize and nurture technical support around our open-source software suite.

You will be the first point of contact from community, customer, and partner tickets based on SLAs. Interact with the community and the development team to solve complex problems faced by end users, and funnel and structure user feedback to help permanently improve the software.

Knowledge of the Linux ecosystem is mandatory as you’re expected to support admins around the world. Knowledge of the Windows ecosystem is greatly appreciated.

At CrowdSec, our priority is to deliver great, robust, and versatile open-source software and protect the digital world form cybercriminal activities. Our community is our greatest strength and by growing it, we will outnumber hackers. Are you in to tackle the biggest challenge of this decade?

Your Mission

• Work hand-to-hand with the core and web teams to support users and customers

• Find innovative ways to improve the community users autonomy

• Extend the knowledge base for the OSS components

• Help the community users find their way around the OSS components

• Contribute to the triage and qualification of issues, bug-reports and feature requests, for both the open source community and partners network

• Partake and moderate technical support discussions on Discord, Discourse and Reddit

• Enhanced Customer Interaction: Directly engage with potential and existing clients to conduct Proof of Concept (POC) demonstrations, showcasing the versatility and effectiveness of our open source software in addressing cybersecurity challenges. This will include tailoring presentations to meet specific client needs and scenarios.

• Sales and Pre-sales Engagement: Work closely with the sales team to understand client requirements and contribute to pre-sales discussions. Your role will include not only technical support but also advising potential customers on how our solution can fit within their cybersecurity framework.

• Client Relationship Management: Actively follow up on POCs and ongoing client queries to ensure satisfaction, gather feedback, and foster long-term relationships. Your involvement will be crucial in converting prospects into active users and advocates of our software.

Job Requirements

Essential:

• Troubleshooting expertise: Adept at diagnosing and resolving issues in Unix and Windows systems around our software

• Proficiency in scripting: A strong understanding of Shell scripting (Bash, PowerShell, etc.)

• Ability to create and maintain documentation

• Knowledge of Git and GitHub

• Client Engagement Skills: Excellent communication and interpersonal skills to effectively conduct POCs, follow-ups, and manage client relationships. Ability to explain complex technical details in an accessible manner to non-technical stakeholders.

• Pre-sales Acumen: Demonstrated ability in engaging with clients during the pre-sales phase, including needs assessment, solution pitching, and handling objections, ensuring the technical aspects of the offering are clearly understood and appreciated.

• Project Management: Strong organizational skills to manage multiple client interactions simultaneously, ensuring timely follow-ups and satisfaction.

Desirable:

• OCI Containers (Docker, Podman)

• Zendesk experience

• Golang

• French speaker

• Soft Skills: High emotional intelligence to navigate client discussions, resilience in the face of challenges, and the ability to work collaboratively with both clients and internal teams. A proactive attitude towards identifying and solving problems, coupled with the ability to adapt to rapidly changing scenarios.

What you get

• Rewarding salary

• Stock Options (ESOPs, named BSPCE in French)

• 100% remote job with a few team trips per year for team gathering

• Complete remote equipment (laptop, extra monitor, …)

• Permanent employment contracts in most countries

• Learning & Development and coaching sponsorship

• Good chances to be part of an industry-defining adventure

At CrowdSec, we pride ourselves on reflecting our values in all that we do. Our hiring process is not an exception! We promote a culture of trust, feedback, transparency, and equality to foster an environment of psychological safety at work. Join our team and develop your potential!