passbolt

Support Engineer

• Evaluate, prioritize and help resolve Passbolt customer support cases.
• Solve and close at least 90 issues per quarter with an average satisfaction rating above 5 (out of 7) and average response time below 8 working hours (4 working hours for priority SLA customers).
• Strict compliance with the company policies and security procedures.
• Communicate and solve customers' problems via email, phone and video-conference.
• Communicate and solve users' issues on the community forum.
• Write documentation, update knowledge base, blog posts, tutorials.
• Participate in the product development through user acceptance testing of releases, bug reproduction and fixes, small incremental improvements or internal projects.

Junior Support Engineer

Full-stack Engineer

• Develop new components and pages using React/Next.js and modern frontend best practices.
• Integrate headless CMS platforms to support marketing and product content workflows.
• Implement caching strategies (SSR, ISR, SWR) and optimize performance across pages.
• Conduct code reviews, write unit and E2E tests to ensure performance, accessibility, and correctness.
• Continuously monitor and improve KPI scores (SEO, performance, accessibility)
• Support responsive and localized experiences across devices and regions.
• Translate marketing, content, and product requests into technical deliverables.
• Assist in the implementation of A/B testing, analytics events, and conversion tracking.
• Participate in cross-functional planning with designers, marketers, and product managers.
• Contribute to internal documentation for code and deployment pipelines.
• Collaborate closely with SRE to share ownership of the CI/CD pipeline and ensure smooth production deployments with minimal downtime.
• Collaborate with the SRE and security teams to ensure the website stack is compliant and resilient.
• Monitor performance, error logs, and user behavior to proactively detect and fix issues.
• Manage individual project priorities, deadlines, and deliverables to maintain an efficient workflow and contribute to team objectives.
• Collaborate with and coach your co-workers and help them achieve their goals.
• Ensure each request for change includes a risk analysis that identifies and proposes mitigations for newly introduced security issues or risks.
• Follow secure coding/design practices to ensure all components adhere to the highest security standards.
• Monitor project dependencies for vulnerabilities and assist the security team in analyzing their impact.
• Patch project dependencies' vulnerabilities and ensure these updates do not introduce regressions.
• Ensure that data handled by the product development team complies with GDPR and other data protection regulations.
• Collaborate with the security and senior management teams to maintain up-to-date company policies and risk registers.
• Assist the security team in enforcing least privilege access and ensure proper segregation of roles and responsibilities.
• Participate in security exercises and help refine processes and crisis management procedures.

Junior Support Engineer

Senior Software Engineer – Website Team