Customer Support Engineer I

Founded in 2012, Bugcrowd is the preemptive security platform that unifies exposure discovery and assessment, offensive testing, and intelligence shaped by AI and human insight to help organizations avoid, discover, and validate real-world risk. Bugcrowd helps security teams move faster by identifying the exposures that matter most so they can act first and stay ahead of attackers. By combining the power of humans and AI, teams can preempt attack paths and prevent breaches. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others.

Bugcrowd is looking for a motivated Customer Support Engineer I to join our growing Bugcrowd Support team. In this role, you will be an initial point of contact for both Customers and Researchers for all questions and issues regarding interactions and usage of the Bugcrowd Security Knowledge Platform. The ideal candidate is a quick and eager learner, a diligent professional, and an effective communicator, focused on developing cross-functional relationships.

Essential Duties and Responsibilities

• Initial Technical Support: Serve as the first point of contact for customer and researcher issues across tickets, email, and video channels, resolving standard L0–L2 technical questions.
• Knowledge & Documentation: Identify and apply established workarounds for common issues while documenting repeatable solutions in the Knowledge Base.
• Workflow Optimization: Assist in refining internal operational workflows and documentation to increase resolution efficiency.
• Guided Professional Growth: Work under the regular guidance of senior team members, proactively seeking feedback and coaching to develop technical skills and independence.

Education, Experience, Knowledge, Skills, and Abilities

• Experience: 0–2 years of experience in a technical support, customer-facing, or technology-adjacent environment.
• Technical Foundations: Familiarity with command-line tools (e.g., Bash, SSH, grep) and foundational exposure to integrations such as Jira, SAML, APIs, or SSO/2FA.
• Communication Skills: Strong written and verbal communication abilities with a focus on clear, professional documentation.
• Problem-Solving Mindset: A solutions-oriented approach with strong time management, composure under pressure, and a high sense of urgency.

Preferred Experience

• Security Interest: Demonstrated interest in cybersecurity concepts, vulnerability types, or ethical hacking.

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.

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 is: $59,520 - $74,400.

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.