Technical Support Specialist

What we’re offering (we know, everyone jumps to this section first!)

• Salary of £35-40,000 💷 
• Share options so you benefit from our success 🚀
• 28 days paid holiday plus bank holidays, and an additional 5 unpaid 🏖️
• Remote working - we have a dog-friendly office in Shoreditch but we're open to fully remote work for this role 🐶
• Private healthcare through Vitality 🏥
• Access to the Workplace Nursery Scheme to help parents save on nursery costs
• Regular (optional) socials. In the past year we've lost at Hijingo Bingo, been awestruck at Cabaret and sampled the best grub East London has to offer 🎉
• A company-wide offsite in Croatia in October! 🏝️

As a small but growing team, we're flexible and offer a level of autonomy that allows you to make meaningful and lasting contributions to Intruder and our customers.

About Us: 

We make it easier to not get hacked.

Every day people sign up for online services, enter their personal data, and put themselves at risk of malicious actors. We work to enable these services to be better protected, making sure new vulnerabilities are found and closed rapidly before your data can be stolen.

We do this with a powerful but easy to use platform that is low on noise and high on trust, information, and context – so when we say it’s critical, companies know they have to act fast.

In the past 2 years, we have grown rapidly in product capability, customer base, revenue, and employee size. The next few years promise more of the same, with plenty of growth opportunities for us and our teams!

About the Technical Support Specialist role: 

Our small Technical Support team, at the forefront of Intruder's engagement with our valued customers, plays a pivotal role in providing technical support, solutions, and automation capabilities in order to enable our customer to get maximum value from our services.

Key Responsibilties:

• Utilise your product knowledge and skills to design and execute automation solutions that improve customer experience and drive operational efficiency.
• Collaborate with Customer Success to interface with clients, understand their unique challenges, and provide tailored technical solutions during the onboarding phase and beyond.
• Resolve customer issues and provide technical implementation assistance.
• Provide ad-hoc support on more complex sales engagements.
• Disseminate customer feedback and feature requests to the wider team.
• Upskill and encourage colleagues who are less familiar / confident with technical details
• Manage demo cloud accounts for GCP, Azure and AWS to assist with support collateral and customer demonstrations
• Document support issues and contribute to our knowledge base in the form of help articles, instructions manuals, FAQs, internal process etc – ensuring that content is always up to date

What we think you will need to be successful:

This is an early career role, so grads (particularly in cyber security) are encouraged to apply. You'll need:

• Strong understanding of Cyber Security, with a specific focus on Offensive Security
• Practical experience with Web Application security testing
• Working knowledge of APIs and web server interaction
• Proficiency in command-line usage across MacOS, Windows, and Linux
• Familiarity with TCP/IP, firewalls, WAFs, IPS, IDS, external and internal networks, TLS/SSL, DNS and methods for testing internet exposure
• Intermediate knowledge of Cloud services (AWS, Azure, and GCP) and security tools such as Nmap
• Empathetic and courteous approach to customer interactions, ensuring customers feel supported throughout their cybersecurity journey

Hiring Process: 

• Screening video call with our People Manager (Alexa)
• 1 hour task to complete in your own time
• 1 hour interview with Naomi (Head of Customer Ops and Technical Support) and a member of our Security team