Tech Customer Support

Job Description

Welcome! Super excited you dropped by 🥳
Let's redefine cyber security expertise standards and connect business - community through highly engaging hacking experiences. (Find out more insights about Hack The Box culture in our career site).

✨The core mission of the Tech Customer Support:

The Customer Support department consists of an international team, covering different time zones on a 24-hour basis. Main objective is to provide support to incoming requests from HTB users & customers across all products. Customer Support Agents collaborate closely with other departments (e.g. infra, content development & software engineering) so that they can provide solutions and resolve issues. Customer satisfaction and speed of resolving issues are the main metrics in the Tech Customer Support team. Also, occasional weekend shift coverage may be required a few times per year.

🍺 The fellowship you’ll be joining:

Main responsibilities will be the troubleshooting and the provision of innovative approaches to resolving incidents, covering the weekend shift. Being already part of the HTB community is an asset in this role, since there is a need for support across our HTB platforms. We are mainly using Intercom with our type of communication being mostly written, so a good knowledge of English language and good writing skills are a must have. Your experience in web development as well will be highly appreciated.

Based on the needs of the team, please take into consideration that we are looking to cover the US time zone.

⚔️ Technology tools & weapons you’ll be using:

• Intercom, Jira, HTB Platforms

🚀 The adventures that await you after becoming Tech Customer Support at Hack The Box:

• Manage requests from the customer user-base, across our HTB platforms and be able to reproduce user-reported issues
• Forward requests to relevant parties internally for solution provisioning or additional checks
• Communicate in real-time with users via Intercom and occasionally through Discord

• Update relevant stakeholders on a daily basis on the progress of technically complex issues
• Open internal JIRA tickets for relevant teams, including reproducible steps, based on the platform and the nature of the issue (bug or user issue)
• Evaluate the impact of issues, either in frontend or backend, and take appropriate actions
• Maintain a high level of familiarity with our platform.

🏆 Skills, knowledge, and experience points required to unlock the role of Tech Customer Support at Hack The Box:

• Already acquainted with the platforms and products on offer from Hack The Box
• Proficiency with developer tools (DevTools)
• Good knowledge of Windows & Linux operating systems
• Previous experience in web applications development, providing familiarity with common issues faced in this domain
• Ability to identify bugs & clearly describe the issue
• Experience in scripting languages, such as Powershell, Bash, Python is a significant advantage.
• Proficiency in English language (verbal & written)
• Strong troubleshooting skills and patience
• Some experience with networks and network engineering
• Ability to organize and manage multiple communication channels and issues, working both independently and remotely
• Strong communication skills for direct interaction with users via chat

🕹️ What your Hack The Box adventure will have in store: 

• 🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.
• 🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy.
• 🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.
• 🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups! 

💰 The gems you’ll be enjoying as Tech Customer Support:

• 25 annual leave days
• Paid parental leave
• Home Office Allowance
• Dedicated budget for training and professional development, participation in conferences
• State-of-the-art equipment
• Full access to the Hack The Box lab offerings; so you can learn how to hack 😉
• Flexibility in working hours

🗺️ The Quest of Becoming Tech Customer Support: 

• Level 1: To complete level one’s objective, submit your application. 
• Level 2: Meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values.
• Level 3: Meet the hiring team. Level’s objective: connect with the hiring team, share with them your achievements and participate in a job related assignment
• Level 4: Congratulations! Not many reach this level 💪. Level’s objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB. 
• Level 5: You've officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer. 
• Quest complete. Congratulations, you’re officially one of us 🥳🎉🎇Your next quest: complete the onboarding.
  

Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! 🚀🔒💻

At Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers

ABOUT HACK THE BOX:

Hack The Box is the leading cyber readiness platform for the agentic era, battle-testing and upskilling both humans and AI agents to enhance organizational cyber resilience. Trusted by the Fortune 500, government agencies, and MSSPs, the platform delivers threat-informed learning paths consisting of real-world scenarios in gamified labs and live-fire simulations that build and validate offensive and defensive cyber capabilities. With a loyal community of more than 4 million members and 800+ enterprise customers, Hack The Box empowers teams and intelligent systems alike to strengthen cyber defenses and reduce breach risk effectively. 

Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.

🚨 News & Resources: 

• We’re incredibly proud to share that our headquarters in the UK, along with our entities in Greece and the US, have been certified as a Great Place to Work for 4 consecutive years (2023 - 2026). 
• In addition, our Greek entity has been recognized among the Best Workplaces in Greece (4th, 2nd, 3rd, 1st) and Europe (7th, 10th, 73rd) during this period — a testament to our strong culture and commitment to creating an exceptional employee experience!

Take a sneak peek at how it is to be part of HTB. Get more insights about our HTB culture and employee experience by visiting the “about us” section of our site, our career site, and Glassdoor.

At Hack The Box, we are committed to fostering a diverse, inclusive, and equitable workplace. We believe that diversity enriches our performance, services, and the communities we serve. As such, we ensure that all job applications are considered solely based on merit, skills, and qualifications. We do not discriminate on grounds of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to providing a fair and respectful work environment that reflects our values.