●​ L2/L3 Customer Support & Escalation Handling:

○​ Act as the senior technical point of escalation for complex customer support tickets, resolving issues via email, video call, and community forums.

○​ Diagnose, triage, and troubleshoot advanced L2/L3 application issues related to Passbolt installations, environment configurations, and user access.

○​ Manage the end-to-end support lifecycle: from initial customer outreach to deep-dive root cause analysis and final ticket resolution.

●​ Bug Reproduction & Engineering Handoff:

○​ Replicate customer-reported technical issues, bugs, and performance bottlenecks in isolated environments (LAMP, Docker, Linux).

○​ Write detailed bug reports, steps-to-reproduce, and technical documentation to hand off unresolved core application bugs to the core Development/Engineering teams.

○​ Serve as the functional bridge between non-technical/technical customers and internal product developers.

●​ Technical Knowledge Base & Customer Enablement:

○​ Author, maintain, and update L1/L2 technical support documentation, customer-facing knowledge base articles, troubleshooting guides, and video tutorials.

○​ Educate and assist customers on security best practices, OpenPGP implementations, and optimal deployment configurations for web applications.

●​ Support Operations & Feedback Loop:

○​ Analyze recurring support trends, customer pain points, and ticket metrics to advocate for product UX/performance improvements in product roadmap meetings.

○​ Continuously refine, optimize, and document internal customer support workflows, SLAs, and escalation pathways.

Technical Environment (Used for L2/L3 Troubleshooting, NOT Infrastructure Setup)

The following technical skills are required solely for client environment reproduction, log analysis, and application-level troubleshooting.

●​ Linux & Server Administration: Hands-on experience troubleshooting Linux-based web server environments (LAMP stack).

●​ Scripting & Code Reading: Ability to read and debug PHP code to isolate application errors.

●​ Containerization Knowledge: Basic exposure to Docker and Kubernetes for reproducing containerized client deployments.

●​ Tools: Experience using Git, GitLab, and tracking support cases via modern ticketing systems.

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