Engineering Manager, Support

Job Summary

Bugcrowd is looking for a talented and motivated Engineering Manager 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 team lead / manager with a strong background working in an SLA-driven engineering support environment. The role requires the ability to drive Bugcrowd’s engineering support team to explore, understand and resolve deep technical issues, while helping to improve the support processes and relationships across the whole organization.

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.

Essential Duties & Responsibilities

• Run Bugcrowd’s engineering support team, responsible for resolving internal (engineering org) and external (escalated from product support) issues.
• 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.
• Improve workflows to gain efficiencies through documentation, improved processes, and automation.
• Work closely with new team members to train them on company policies and best practices for resolving tickets and provide further training.
• Facilitate cross-functional meetings and directives as they relate to Bugcrowd Engineering Support.
• Act decisively, independently, and confidently across a wide variety and range of circumstances and situations. This role includes a large amount of autonomy in day-to-day operations and comes with a high degree of implicit trust to execute with minimal supervision. To this end, it’s critical that the right candidate also is able to demonstrate complete and total ownership of any/all responsibilities related to the role.
• Provide detailed documentation for all client interactions - while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities.

 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

• Impeccable interpersonal skills and ability to navigate complex situations across teams and individuals.
• A propensity to anticipate outcomes in a given situation, and provide preemptive solutions to help ensure positive outcomes. 
• Ability to maintain composure and a clear head under duress. 
• Excellent time management and ability to adapt to shifting priorities.
• Strong cross-functional project management and the ability to communicate clearly and effectively with internal and external stakeholders - both written and verbal communications. 
• Attention to detail and ability to identify creative solutions to changing and complex problems.
• Good at building strong effective working partnerships and managing conflicts of interest between various parties and stakeholders.
• Outstanding follow-through on projects - highly motivated with a strong sense of urgency and able to be self-sufficient. 
• Ability to make informed judgment calls on-the-fly when the situation requires it. 
• Familiarity with and capability of using command-line tools and utilities (Bash, SSH, grep, etc).
• Data Manipulation experience.
• Strong hands-on integration experience (JIRA, SAML, API, SSO, 2FA) with the ability to walk non-technical customers through proper setup of integration configuration.
• Ability to explain common security vulnerabilities.
• Have a rough frame of reference for how a researcher (or security professional) would typically go through attacking a given target, meaning that you’re aware of common attack vectors and methodologies in testing.
• Able to work in a cross-departmental capacity that can serve as a clear source of guidance for a wide range of security and bug bounty-related questions.

You’ll need to be conversant in

• General web concepts - http, web applications, etc.
• Web application security concepts.
• Incident/Crisis Management.

Desired Skills

• Ability to fluently explain common security vulnerabilities.
• Experience creating firewall rules.

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.

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 [email protected].

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 Engineering Manager, Support is: $140,000 - $171,100.

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.