About the Position

Tech Customer Support

Malaysia

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).

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Responsibilities

The Tech Customer Support team is responsible for:

• Providing support to incoming requests from HTB users & customers across all products.
• Collaborating closely with other departments (e.g. infra, content development & software engineering) to provide solutions and resolve issues.
• Managing requests from the customer user-base, across our HTB platforms and be able to reproduce user-reported issues.
• Forwarding requests to relevant parties internally for solution provisioning or additional checks.
• Communicating in real-time with users via Intercom and in exceptional cases through Discord.
• Updating relevant stakeholders on a daily basis on the progress of technically complex issues.
• Opening internal JIRA tickets for relevant teams, including reproducible steps, based on the platform and the nature of the issue (bug or user issue).
• Evaluating the impact of issues, either in frontend or backend, and taking appropriate actions.
• Maintaining a high level of familiarity with our platform.

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Requirements

• 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.

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Nice to Have

• Experience using Intercom, Jira, and HTB Platforms.

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We Offer

• 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.

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About the Company

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.

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Join Our Team

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 enjoy.

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.

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