SaaS Product Support Engineer (PSE)

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.

DIVD wants to be an open and inviting organization for everyone. We believe it is essential that everyone can join us and feel welcome and safe, regardless of their sexual orientation, gender identity or expression, religious beliefs, or political preference. If you are already part of the hacker community, you may know neurodiversity is included in the package.

Departement 

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. 

This is what you’re going to do

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.

It would be great if you could help out with:

• 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

Must haves

• You share DIVD’s mission and vision and want to contribute to it

• 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 haves

• Certifications of the SaaS products

• Knowledge of and experience with DNS

• Knowledge of and experience with DMARC

This is why you want to join us

By joining us, you'll be key to improving global cybersecurity while learning and growing with a passionate team. You can expand your knowledge in different fields of cybersecurity. You will find yourself strengthened by a growing community of helpful hackers who like to deep dive into technical challenges, learn from each other, and maybe join our (geeky) meetups now and then.   

Volunteer work, but no less important

We need volunteers who can commit to a set number of hours. Even though this is volunteer work, it still requires dedication and responsibility. We invest a lot of time in you as a new volunteer, so we take the onboarding process quite seriously. That's why a screening for a Certificate of Conduct (in Dutch: VOG)  is part of the process.