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!

Requirements

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, et