SaaS Product Support Engineer (PSE)

SaaS Product Support Engineer (PSE)

Department: IT Services Voluntary work, 8 hrs / week

About DIVD

DIVD is the voluntary fire brigade of the Internet. At the Dutch Institute for Vulnerability Disclosure we aim to make the digital world safer by reporting vulnerabilities we find in digital systems to the people who can fix them. We operate on a global level, but do it Dutch style: open, honest, collaborative, and for free. We mainly work on cases with the volunteers in CSIRT and Research teams. And to support all these volunteers, many great people are in supporting roles.

At the head of DIVD is our board, who provide guidance and direction and are responsible for strategic decisions. The day to day operations are led by a management team, consisting of our director, department heads, the CISO, and crisis manager.

IT Services

This department is responsible for our own applications and infrastructure, including our own AS and the infrastructure CSIRT and Research & Development teams use to scan the internet. They are responsible for the technical maintenance of our websites and have a development team that supports CSIRT and Research by building tooling to automate tasks. In addition, the IT Services department runs the help desk, to solve operational change requests, account issues with accounts or other incidents logged by volunteers.

Description

We are looking for an enthusiastic SaaS Product Support Engineer to join our IT Services. Our team builds, secures, maintains and supports the DIVD infrastructure. Besides the on-premises network, servers and applications we also use cloud-based SaaS products such as Google Workspace, Trello and Slack. You work with DIVD colleagues to troubleshoot and resolve issues, and also provide training and support on how to use the product.

Responsibilities

• Provide technical support to DIVD colleagues using the SaaS product.
• Document and maintain product support documentation.
• Provide training and support on how to use the SaaS product.
• Troubleshoot and resolve issues, using our Helpdesk system.
• Work with the vendor to identify and fix bugs.

SaaS Product Support Engineer responsibilities

• Serve as the primary point of contact of our SaaS products
• Diagnose, troubleshoot and solve incidents with the provided ITIL tooling
• Communicate solutions and improvements with the team
• Attend (and participate in) our team meetings
• Assist in testing new features and updates.
• Create and maintain user-friendly documentation (FAQ’s, KB articles)
• Develop and maintain in-depth knowledge of the SaaS products and their features
• Conduct user acceptance testing (UAT) to ensure that new features and updates meet user expectations and work seamlessly

Requirements

• We believe that motivation is more important than knowledge and skills.
• A self-starter able to work independently but comfortable working in a team environment
• Flexible and proactive attitude
• A basic understanding of and experience with DNS (service setup)
• Affinity with SaaS services
• Motivated to gain knowledge and skill.
• Flexible and proactive attitude

Nice to have

• Certifications of the SaaS products
• Knowledge of and experience with DNS
• Knowledge of and experience with DMARC

Competencies

• Accurate
• Affinity with security
• Analytical
• Customer-oriented thinking
• Flexible
• Independent
• Result and solution-oriented working
• Drive to improve

Our websites

• https://www.divd.nl/

Development

We believe that you develop best when you are doing something you enjoy and at which you are good. Depending on your knowledge and interests, we will work with you to see how we can help you grow further in the direction in which you would like within DIVD.

What to expect when you join us?

At DIVD, we believe that our volunteer researchers are the backbone of our mission to make the digital world safer. Whether you have a day job in IT security or just want to do a bit extra for the rest of the world, we welcome all passionate individuals to join us! Our informal company culture offers plenty of autonomy and flexibility, allowing you to structure your role in a way that best fits your needs. And with opportunities available exclusively to volunteers based in The Netherlands who hold valid EU work permits, there's never been a better time to join our one-of-a-kind volunteer tech collective! Apply below today and help us build a safer digital future for all! #DIVD

Wherever your personal goal is, we will try to make your routine as a volunteer impactful, enjoyable, exciting, and comfortable. You can choose if you want to work remotely or from our office in the Netherlands. You'll receive a set of benefits to improve your work experience. They include a flexible schedule, multicultural environment with colleagues in the Netherlands, a vibrant and dynamic organizational culture, and free access to our online learning platform as you help build a safer internet.

Today, we are one of the most effective volunteer organizations globally that actively makes the digital world safer by reporting vulnerabilities we find in digital systems.

Our researchers typically have a day time job in IT security, but feel the need to do a bit extra for the rest of the world. This position will give you the opportunity to experience our one of a kind volunteer tech collective. Our company culture is very informal and offers plenty of autonomy to structure the role in a way that best fits you as a person. Please note, we require you to be currently based in The Netherlands and to have a valid EU work permit. If you feel excited about this role, please apply below!