Junior Support Engineer

Purpose of the job

We are looking for a support engineer to provide stellar support to Passbolt customers and community members. Your primary focus will be to troubleshoot installation issues, help reproduce bugs, participate in discussions related to performance or usability issues. You will also maintain the knowledge base by writing how-to and technical documentation. 

Main responsibilities

• Evaluate, prioritize and help resolve Passbolt customer support cases. Solve and close at least 90 issues per quarter with an average satisfaction rating above 5 (out of 7) and average response time below 8 working hours (4 working hours for priority SLA customers).
• Strict compliance with the company policies and security procedures.
• Communicate and solve customers' problems via email, phone and video-conference.
• Communicate and solve users' issues on the community forum.
• Write documentation, update knowledge base, blog posts, tutorials.
• Participate in the product development through user acceptance testing of releases, bug reproduction and fixes, small incremental improvements or internal projects.

You should apply if:

You like communicating and helping people

• You're a natural communicator and take pleasure in using those skills to help others.
• You like digging into unknown issues, exploring new technologies, exotic setups and figuring things out the hard way.
• You enjoy solving many small problems per day.

You are a support professional

• you’ve got some experience in a support or other service-oriented customer facing role.
• you’re experienced in writing support / tech-focus content.

You’ve got a knack for web technologies and server administration

• You have Linux systems administration knowledge
• You know at least one programming language, preferably PHP or Javascript.
• You have working knowledge of LAMP environments.
• You have working knowledge of Docker and ideally also Kubernetes.
• You have some experience with Git. 
• You have experience with Passbolt products.

You enjoy diversity

• You have experience working in an international environment with a culturally diverse user community.
• Fluent in English, both verbal and written and preferably one other language.

Growth opportunities:

You will be a full time Support Engineer at Passbolt. Naturally, a middle-term possible growth path would be to become Senior Support Engineer and lead the upcoming team of fellow support engineers that will join us.