Student Success Technical Support



IT, Customer Service
Philippines · Remote
Posted on Thursday, March 16, 2023

About OffSec

OffSec is the leading provider of continuous professional and workforce development, training, and education for cybersecurity professionals. Created by the community for the community, OffSec’s one-of-a-kind mix of practical, hands-on training and certification programs, virtual labs, and open-source projects provide practitioners with the highly desired offensive skills to get a job, advance their careers and better protect their organizations. OffSec is committed to funding and growing Kali Linux, the leading operating system for penetration testing, ethical hacking, and network security assessments. For more information, visit and follow @OffSectraining and @kalilinux on Twitter.

Excited about our mission and what we do? Apply and join us!

About the Job

The Student Success Technical Support is responsible for providing general and technical support for tickets in email and real time chat. This position will also engage in Proctoring work if utilization of its main function, as SSTS, is low.

Duties and responsibilities

  • Provide Level 1 support on general and technical service in chats and emails.
  • Troubleshoot and provide technical support for Linux, Windows, networking and proprietary developed applications
  • Troubleshoot as VPN connection, remote access and other network issues
  • Test and verify Offensive Security lab systems and products
  • Provision student access to OffSec and community platforms
  • Proactively work on process development, improvements and solutioning to achieve operational efficiency and scalability
  • Collaborate with internal stakeholders for cross-functional alignment
  • Participate in projects for the implementation of new functions, services, etc
  • Perform other duties as needed


  • BS Degree of Computer Science or Information Security
  • Adept experience in end-user technical support
  • Experience in operating and troubleshooting Linux and Windows operating systems
  • Experience in VPN, virtualization and cloud computing
  • Excellent interpersonal and customer service skills
  • A strong belief and understanding of being a team player in a remote working environment
  • Off hours, weekends and holidays support
  • Certifications relevant to the job responsibilities is a plus

Desired Skills:

  • Growth mindset.
  • Strong attention to detail, with excellent analytical and investigation skills
  • Strong knowledge of networking, various virtualization systems, Windows, Linux and any other operating system
  • Experience with scripting and automation using Bash, Python, PowerShell or Perl
  • Strong attention to detail, with excellent analytical and investigation skills
  • Prior experience in working remotely
  • Prior experience in tech support or a similar role.
  • Experience working with a ticket and community communication system

Working conditions

This role is a full-time salaried position with shift work required, including evening, weekends and holidays as needed. The shift hours will be determined by the hiring manager. This position is remote, based in Philippines.

Direct reports

This position has no direct reports.

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.