Software Engineer, Support

We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others.

Job Summary

Bugcrowd is looking for a talented and motivated Software Engineer, Support to join our sustaining engineering team. The sustaining team is the crossover point between Bugcrowd product support and engineering, responsible for receiving, analyzing and resolving internal issues that have arisen through monitoring tools and systems, and external issues that have been escalated through the product support to engineering process.

The ideal candidate is an experienced software engineer with a strong background working in an SLA-driven engineering support environment. The role requires the ability to drive deep into Bugcrowd’s applications to troubleshoot technical issues, while liaising with the issue submitter. 

It is preferred that candidates have: strong SLA-driven approach to resolving issues, emphasis on team knowledge growth and improvement, process-driven with strong organization skills, self-driven desire to understand and solve problems, the ability to query and understand data in a number of different ways; experience troubleshooting REST API connectors, pre-packaged integrations, and webhooks; exposure to single sign-on authorization techniques like SAML and OAuth, including the use of basic SSO platforms like Okta or OneLogin; perseverance when triaging and investigating software bugs, including the ability to delve deep into the technical side of a problem; a broad understanding of software technology, including knowledge of software platform patterns (e.g. teams functionality, billing areas, comments, payments or ticketing systems); experience or exposure to bug tracking and reporting software; and an enthusiasm for working closely with engineering support.

This role will bridge the gap between the Support function and other groups including Operations, Engineering, and Product Management, and is integral in providing higher technical guidance and solutions across a wide variety of situations.

 

**Please note we are only considering candidates located in the US at this time

 

Essential Duties & Responsibilities

• Fix bugs and other software defects reported to our ticketing system.
• Manage escalations of both internal and customer facing technical issues.
• Provide technical/solution support to our client and user base.
• Become an expert in all things Bugcrowd: identifying solutions, creative solutions and/or workarounds for complex issues and proactively looking for areas of improvement in our product suite, procedures, and the company as a whole.
• Document repeatable solutions in our Knowledge Base to enable consistent and timely resolutions for engineering support issues.

 You’ll be working with:

• Product and Engineering to diagnose customer and researcher issues and collaborate on future solutions to prevent issues in the future.
• Customers and Hackers to confirm, diagnose, and resolve complex technical issues.
• Program Operations and Account Management to assist with Bugcrowd customer program management.
• Application Security Engineers for addressing issues raised by Bugcrowd’s researcher community.

 

Education, Experience, Skills, & Abilities

We are looking for somebody with:

• A degree in Computer Science, Computer Engineering, Mathematics, or related field. 
• 3 or more years of experience understanding complex technical issues anywhere within a product, being able to dig into the corresponding code, determine root cause, and develop a robust solution.
• Several years of coding experience in Javascript and in more than one backend language, preferably Scala, Go, Kotlin, or Ruby.
• Strong hands-on integration experience (JIRA, SAML, API, SSO, 2FA) with the ability to walk non-technical customers through proper setup