Global Tech Support Specialist — 24/7 Intercom

Hack The Box; Malaysia; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

25 annual leave days

Paid parental leave

Training budget for development

Full access to Hack The Box lab

Flexible working hours

Job summary

Hack The Box is seeking a Tech Customer Support agent to troubleshoot incidents across our platforms, including Intercom and Jira, with weekend coverage as needed. You will respond to user requests, reproduce issues, and coordinate with infra, content, and software teams while communicating clearly in written English.

Experience with web applications, Windows and Linux, and scripting (PowerShell, Bash, Python) is an asset.

Qualifications

• Proficiency with Windows and Linux operating systems.
• Strong written English communication skills.
• Experience in troubleshooting and resolving user-reported incidents.
• Familiarity with web applications and practical debugging skills.
• Ability to reproduce issues and clearly describe steps taken.

Responsibilities

• Manage requests from Hack The Box users across platforms and reproduce issues.
• Forward requests to relevant internal teams for solutions or checks.
• Communicate in real-time with users via Intercom and Discord when needed.
• Update stakeholders daily on progress of complex issues.
• Open internal JIRA tickets with reproducible steps for the appropriate team.
• Evaluate frontend/backend impact and take appropriate actions.
• Maintain familiarity with the Hack The Box platform.

Skills

Windows

Linux

English

Troubleshooting

Communication

Remote work

Network knowledge

Intercom

Jira

Web applications

Scripting (PowerShell, Bash, Python)

Tools

Intercom

Jira

HTB Platforms

Job description

Hack The Box is seeking a Tech Customer Support agent to troubleshoot incidents across our platforms, including Intercom and Jira, with weekend coverage as needed. You will respond to user requests, reproduce issues, and coordinate with infra, content, and software teams while communicating clearly in written English.

Experience with web applications, Windows and Linux, and scripting (PowerShell, Bash, Python) is an asset.