Engineering Manager, 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 Engineering Manager 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 team lead / manager with a strong background working in an SLA-driven engineering support environment. The role requires the ability to drive Bugcrowd’s engineering support team to explore, understand and resolve deep technical issues, while helping to improve the support processes and relationships across the whole organization.

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.

Essential Duties & Responsibilities

• Run Bugcrowd’s engineering support team, responsible for resolving internal (engineering org) and external (escalated from product support) issues.
• 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.
• Improve workflows to gain efficiencies through documentation, improved processes, and automation.
• Work closely with new team members to train them on company policies and best practices for resolving tickets and provide further training.
• Facilitate cross-functional meetings and directives as they relate to Bugcrowd Engineering Support.
• Act decisively, independently, and confidently across a wide variety and range of circumstances and situations. This role includes a large amount of autonomy in day-to-day operations and comes with a high degree of implicit trust to execute with minimal supervision. To this end, it’s critical that the right candidate also is able to demonstrate complete and total ownership of any/all responsibilities related to the role.
• Provide detailed documentation for all client interactions - while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities.

 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