Security and Revenue Support Specialist

Andela exists to connect brilliance and opportunity. Since 2014, we have been dedicated to breaking down global barriers and accelerating the future of work for both technologists and organizations around the world. For technologists, Andela offers competitive long-term career opportunities with leading organizations, access to a global community of professionals, and educational opportunities with leading technology providers.

At Andela, we’re deeply passionate about creating long-lasting and transformative growth opportunities for all - and doing it in an E.P.I.C. way! We’re excited to continue building our remote-first team with incredible people like you. After applying for this role, you will join our Andela Community of brilliant technologists by passing a technical screening and live interview. As a community member, you’ll have access to a multitude of exclusive technologist roles.

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About the client

The client is a global technology platform focused on enabling developers and teams to collaborate on software projects. The organization places a strong emphasis on security, privacy, and user trust, while fostering a culture of clear communication, empathy, and high-quality support. Their environment values problem-solving, cross-functional collaboration, and delivering efficient, accurate, and user-centric solutions.

About the role

This role involves supporting customers with account-related issues through email-based interactions and helpdesk tools. You will work within a Security & Revenue Support team, handling sensitive cases involving account access, security concerns, and billing inquiries. The position requires strong analytical thinking, attention to detail, and the ability to distinguish between legitimate users and potential bad actors. Success in this role depends on clear communication, empathy, and maintaining high standards of security and privacy. You will collaborate closely with internal teams to ensure effective and timely resolution of issues.

Responsibilities

• Solve complex customer support tickets via email and Zendesk involving account-related issues such as passwords, account lockouts, email verifications, billing, spam, and abuse.
• Effectively communicate technical and non-technical information to customers and engineering groups.
• Collaborate with colleagues across various squads and with the Team Lead.

Must have skills

• Stellar English and grammar skills.
• Excellent investigation and problem-solving skills.
• Prior experience working in Quality Assurance, Documentation or Support.
• Strong ability to prioritize data privacy and security for both customers and GitHub.
• Experience with Computer and Network Security.
• Prior experience providing technical or account support.
• Knowledge of security principles with the ability to identify common security problems e.g., 2FA, MFA, secure passwords, and valid emails.
• Experience evaluating data with the ability to identify genuine or spammy/malicious activity.
• A strong sense of empathy and the ability to advocate for others.
• Exceptional verbal and written organizational, presentation, and communication skills.

Nice to have skills

• Experience working remotely.
• Familiarity with Git, GitHub, and its tools.
• Completed the GitHub Foundations certification and any additional ones.
• Prior experience with helpdesk tooling such as Zendesk.

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• Experience with handling admin views or specific tooling.
• Knowledge of banking or online payment systems.
• Experience of supporting modern web applications.
• Experience fighting spam or fraudulent activity at scale.
• Experience dealing with malicious activity involving virus or phishing affecting repositories or accounts.
• Experience with TLS (Transport Layer Security)

Conditions

• 100% Remote role (UTC-4 timezone)
• Contractor role – 12-month contract, renewable
• Full-time dedication (40 hours/week)
• Device provided by client (BYOD not required)

At Andela, we know our strengths lie in our diverse community whose talents, perspectives, backgrounds and orientations we take pride in. Andela is committed to nurturing a work environment where all individuals are treated with respect and dignity. Everyone has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits discriminatory practices.

Andela provides equal employment opportunities to all employees and applicants without regard to factors including but not limited to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, pregnancy (including breastfeeding), genetic information, HIV/AIDS or any other medical status, family or parental status, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.