Technical Support Engineer XWiki and Cryptpad

🎯 Your mission

Support our customers through their journey. In this role, you will:

Acquire a good understanding of the XWiki & CryptPad products and of the client environments
Learn about security and cloud
Learn how to troubleshoot, diagnose and resolve issues reported by the customers
Provide support and technical solutions to our clients (via our customer portal, built-in helpdesk, mail, instant messaging, phone)
Tackle tasks that involve web technologies, front-end and back-end
Liaise with the product team to identify bugs and product improvements
Support our customers and their projects developed on top of the XWiki Platform
Help our Cryptpad.fr users with their questions
Support the administrators of CryptPad Cloud instances and handle subscription support questions (Stripe)
Improve the XWiki & CryptPad documentation and the support knowledge base

🥇 You’re the right candidate if you

Ideally have 2-3 years of relevant experience as a Technical Support Engineer role
Are passionate about open-source software and how it can make the world a better place
Are a great communicator

end-to-end encryption has particular constraints that make CryptPad a bit different than other office suites. They need to be communicated clearly
reading between the lines to understand problems that users might be facing

Are interested in digital privacy and helping people protect their data
Have an advanced level of written and spoken English
Are familiar with the software development life-cycle
Have basic knowledge of Git and experience with issue trackers (JIRA, GitHub Issues, etc.)
Have experience with troubleshooting
Are a team player who enjoys working in an agile environment with a high level of autonomy.

🥇 The following are a plus

Have an basic understanding of core web technologies (HTML, CSS, JavaScript)
Have basic scripting skills and experience in working with databases (MySQL, PostgreSQL, MariaDB, etc)
Have Docker experience
Basic French skills

🤩 The way we work

At XWiki you'll work with us in a fast-paced, international environment. Our commitment to Open Source values is reflected in our company's culture. You'll play a key role in building the next generation collaboration products, learning together with wide community of smart developers. XWiki fosters a collaborative work environment in which innovation and initiative are highly appreciated.
✨ What we offer

A competitive package with performance-based and seniority bonuses. Net salary 1000 - 1500 eur/month, depending on the experience.
Flexible work schedule matching our SLA (Mon-Fri between 9-18 CET, no 24/7 shifts) with the possibility of working from home and/or from our office in Iasi, Romania
Great health benefits
Monthly remote events and one offsite with the whole company once a year
Work/life balance: the 4 day-week every 2 weeks (a day off on behalf of the company every two weeks) and additional vacation days based on seniority.

🤝 If we’ve piqued your interest, here’s also a glimpse at our hiring process:

The first interview with our HR team and eventually with the hiring manager
A technical interview with one or two squad members that you’d work with if hired
Final discussion and decision

Apply!

Even if you're not 100% sure you have all the required skills, we encourage you to apply. The right mindset will help you acquire new skills, and we care as much about your personality as your previous experience.