Software Engineer, Support

As a Software Engineer, Support at Bugcrowd, your responsibilities will include diagnosing and resolving both internal and customer technical issues, fixing software defects in our ticketing system, and providing technical support to users. You will collaborate with engineering, product teams, and customers to enhance the Bugcrowd experience, while also contributing to our Knowledge Base. Being part of the sustaining engineering team means you’ll also be pivotal in identifying product improvements and solutions.

To excel as a Software Engineer, Support at Bugcrowd, you should have a degree in Computer Science or a related field, with at least three years of experience in understanding and resolving technical issues. Proficiency in languages such as Javascript, Scala, or Ruby, along with knowledge of integration technologies like SAML and API, are highly valued. Strong organizational skills and a proactive problem-solving attitude are essential.

In the Software Engineer, Support role at Bugcrowd, preferred technical skills include a solid understanding of REST APIs, experience with single sign-on authorization (SAML, OAuth), and familiarity with cloud infrastructure like AWS. Having hands-on experience with tools such as JIRA for bug tracking and knowledge of command-line utilities is also beneficial. A background in event-driven architecture and secure development practices adds an advantage.

The Software Engineer, Support position at Bugcrowd is 100% remote, allowing for flexibility and a comfortable work environment. You'll occasionally travel for brainstorming sessions, but most of your interactions will be conducted online. Bugcrowd embraces a culture of diversity and collaboration, fostering strong relationships within the team and with our valued customers.

At Bugcrowd, we prioritize continuous learning and personal growth for our Software Engineers, Support. You’ll have opportunities to work closely with engineers from various teams, participate in training sessions, and engage in knowledge sharing. We encourage a culture of mentorship, ensuring that every team member has the chance to evolve their skills and contribute to the broader objectives of the company.

When troubleshooting a software issue, I start by replicating the problem to understand its context. Next, I analyze logs and code to identify root causes and evaluate possible solutions. I focus on documenting the fix for future reference and communicating effectively with impacted users throughout the process.

I prioritize technical issues based on their impact and urgency. I assess factors like user experience, the nature of the problem, and operational SLA commitments. By communicating with team members, I ensure that the most critical problems are addressed first while planning for less urgent issues.

In a previous role, I encountered a complex bug related to API integration. I gathered extensive data around the issue and tracked its behavior in different scenarios. After thorough testing, I identified a misconfiguration that was causing the failure. By documenting the steps taken and sharing them with the team, I helped prevent similar issues in the future.

I have substantial experience working with REST APIs, including building integrations and troubleshooting connectivity issues. My knowledge of API documentation allows me to efficiently decode responses and communicate with both technical and non-technical stakeholders regarding the API behaviors and requirements.

When handling escalated situations from customers, I remain calm and listen attentively to their concerns. I take the time to understand their perspective and assure them that I am working to resolve the issue. By providing regular updates and setting realistic expectations, I build trust and help de-escalate the situation effectively.

Single Sign-On (SSO) simplifies the user experience by allowing multiple applications to be accessed with a single set of credentials. I have implemented SSO using SAML and OAuth in previous projects where it enhanced security and improved user satisfaction. I ensure that all authentication processes are documented clearly for easy troubleshooting.

I identified inefficiencies in our bug tracking process where information was scattered and difficult to access. I proposed and implemented a centralized documentation system that streamlined the tracking and resolution of recurring issues. This not only improved response times but also fostered knowledge sharing within the team.

Effective communication among teams requires regular touchpoints, shared documentation, and a culture of openness. I strive to keep all stakeholders informed through progress updates and encourage cross-team collaboration to brainstorm solutions. Building relationships based on trust makes it easier to share valuable insights.

Having a growth mindset is key to success in the tech industry. I regularly participate in webinars, pursue certifications, and read industry blogs to stay current. Sharing knowledge with colleagues also deepens my understanding while helping others grow, creating a mutually beneficial environment.

If uncertain about a technical solution, I would first analyze available data and documentation. I don't hesitate to consult peers for additional insights and, if necessary, conduct further research. Focused collaboration often leads to new ideas and solutions that might not have been initially apparent.