Software Engineer, Support

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 of integration configuration.
• Experience with Event-driven architecture, and some understanding of data architecture. 
• Familiarity with and capability of using command-line tools and utilities (Bash, SSH, grep, etc).
• Knowledge of or interested in infrastructure and cloud (preferably AWS) 
• Outstanding follow-through on projects - highly motivated with a strong sense of urgency and able to be self-sufficient.
• Ability to maintain composure and a clear head under duress. 
• Excellent time management and ability to adapt to shifting priorities.
• Attention to detail and ability to identify creative solutions to changing and complex problems.
• A propensity to anticipate outcomes in a given situation, and provide preemptive solutions to help ensure positive outcomes.
• Impeccable interpersonal skills and ability to navigate complex situations across teams and individuals.
• Experience building strong effective working partnerships and managing conflicts of interest between various parties and stakeholders.
• Ability to make informed judgment calls on-the-fly when the situation requires it. 
• Ability to explain common security vulnerabilities.

Skills that are nice to have:

• Experience in data and event buses, streaming data (especially in the Kafka ecosystem), and SQL
• Containers: Docker, Kubernetes
• Secure development best practices (OWASP, etc.)
• Knowledge of networking concepts
• DNS, SSL, load balancing, and general traffic routing and management
• Deep understanding of performance issues in web applications
• Understanding of usability and accessibility
• Experience with triple stores, SPARQL, OWL or other semantic web technologies
• Experience with DevOps – DBs, pipelines, monitoring, deployment, etc.
• Experience mentoring others.

Working Conditions & Physical Requirements

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

Sitting and / or standing - Must be able to remain in a stationary position 50% of the time

Carrying and / or lifting - Must be able to carry / move laptop as needed throughout the work day.

Environment - remote, work-from-home 100% of the time with the possibility of travel on an occasional quarterly basis for planning & brainstorming sessions.

ADA Statement: Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ada@bugcrowd.com.

Pay Range Disclosure

The base pay range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to Qualifications, Geographical Location, Education/certifications, Experience, Skill Sets, Training, and other business and organizational needs. 

At Bugcrowd, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the position of Software Engineer, Support is: $118,000 - $150,000.

This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.