HEROIC.com

Role Description HEROIC Cybersecurity is seeking a Tier 1 Technical Support Specialist to deliver expert, customer-focused technical support that keeps our customers’ technology running securely and seamlessly. This role sits at the frontline of the HEROIC customer experience — directly influencing satisfaction, retention, and trust in our brand. This role owns the first response to inbound and outbound technical issues — diagnosing, troubleshooting, and resolving common computer-related problems while maintaining detailed documentation, SLA compliance, and an exceptional customer experience across every interaction. - Frontline Technical Support — Serve as the primary point of contact for inbound and outbound customer support, handling every interaction with professionalism, empathy, and care. - Troubleshooting & Issue Resolution — Investigate, diagnose, and resolve common customer computer-related issues; escalate complex problems to Tier 2 with thorough handoff documentation to minimize downtime and restore service quickly. - Ticket & Queue Management — Monitor and manage the support ticketing queue, ensuring all customer requests are addressed promptly, thoroughly, and within defined service expectations. - Documentation & Knowledge Capture — Maintain detailed, accurate records of all work performed, supporting consistency, traceability, and continuous improvement of support practices. - Customer Experience & Quality Standards — Sustain a minimum of 90% CSAT and 90% QA ratings by delivering an exceptionally positive experience for every HEROIC customer. - AI-Enabled Productivity — Leverage AI tools and assistants (e.g., ChatGPT, Copilot, AI-powered ticketing or knowledge base features) to accelerate troubleshooting, draft customer responses, summarize tickets, and continuously improve personal efficiency and service quality. - Operational Flexibility & Project Support — Work various shifts, including weekends or rotating coverage, and contribute to ongoing and short-term projects as directed by management to support evolving business needs. - Compliance & Professional Standards — Adhere to all company policies, procedures, and business ethics codes, upholding HEROIC's standards of integrity, security, and service. Qualifications - Previous experience in a technical support or helpdesk role, with a proven track record of resolving customer issues effectively. - Knowledgeable in core support tools, including ticketing systems, remote support and screen-sharing platforms, knowledge base systems, and communication tools (e.g., Slack, email, voice). - Intermediate AI skills with hands-on experience using AI tools in a professional setting (e.g., ChatGPT, Claude, Microsoft Copilot, Gemini) for tasks such as troubleshooting research, drafting communications, summarizing data, and improving day-to-day productivity. - Comfortable adopting and experimenting with new AI-powered features within support, productivity, and knowledge tools — and able to demonstrate how AI has improved past work outcomes. - Excellent verbal and written communication skills, with full English proficiency. - Solid understanding of computers, including troubleshooting and resolving common technical issues. - Access to a fast, reliable internet connection and a quiet, distraction-free workspace. - Availability to work various shifts, including weekends or rotating coverage. Benefits - Position Type: Full-time, Independent Contractor role - Work Location: Remote from India. Work from anywhere you please! - Compensation: $4/hr. depending on experience - Other benefits: National Holidays + PTOs - Professional Growth: Amazing upward mobility in a rapidly expanding company. - Innovative Culture: Be part of a team that leverages AI and cutting-edge technologies.

Role Description HEROIC Cybersecurity is seeking a Tier 2 Technical Support Specialist to deliver expert, customer-focused technical support that keeps our customers’ technology running securely and seamlessly. This role sits at the frontline of the HEROIC customer experience — directly influencing satisfaction, retention, and trust in our brand. This role owns the end-to-end customer support journey for inbound and outbound technical issues — diagnosing, troubleshooting, and resolving a wide range of computer-related problems while maintaining detailed documentation, SLA compliance, and an exceptional customer experience across every interaction. - Frontline Technical Support: Serve as the primary point of contact or SME for inbound and outbound client support, handling every interaction with professionalism, empathy, and care. - Troubleshooting & Issue Resolution: Thoroughly investigate, diagnose, and resolve customer computer-related issues, applying advanced technical knowledge to minimize downtime and restore service quickly. - Ticket & Queue Management: Monitor and manage the support ticketing queue, ensuring all customer requests are addressed promptly, thoroughly, and within defined service expectations. - Documentation & Knowledge Capture: Maintain detailed, accurate records of all work performed, supporting consistency, traceability, and continuous improvement of support practices. - Customer Experience & Quality Standards: Sustain a minimum of 90% CSAT and 90% QA ratings by delivering an exceptionally positive experience for every HEROIC customer. - Operational Flexibility & Project Support: Maintain availability across various shifts and contribute to ongoing and short-term projects as directed by management to support evolving business needs. - Compliance & Professional Standards: Adhere to all company policies, procedures, and business ethics codes, upholding HEROIC's standards of integrity, security, and service. Qualifications - Previous experience in a technical support or helpdesk role, with a proven track record of resolving customer issues effectively. - Knowledgeable in core support tools, including ticketing systems, remote support and screen-sharing platforms, knowledge base systems, and communication tools (e.g., Slack, email, voice). - Excellent verbal and written communication skills, with full English proficiency. - Advanced understanding of computers, including troubleshooting and resolving complex technical issues. - Access to a fast, reliable internet connection. - Ability to work a minimum of 8 hours per day during US Central Time business hours (8:00 AM–5:00 PM CST) and be available on-call when needed. Benefits - Position Type: Full-time, Independent Contractor role - Work Location: Remote from India. Work from anywhere you please! - Compensation: $6/hr. depending on experience - Other benefits: National Holidays + PTOs - Professional Growth: Amazing upward mobility in a rapidly expanding company. - Innovative Culture: Be part of a team that leverages AI and cutting-edge technologies.

Role Description HEROIC Cybersecurity (HEROIC.com) is seeking a senior-level Threat Intelligence Data Engineer - Automated Collection & Dark Web Intelligence to design, build, and operate fully automated intelligence collection systems that power our AI-driven cybersecurity and breach intelligence platforms. This role owns the end-to-end discovery, acquisition, and ingestion pipeline for continuously discovering, crawling, extracting, indexing, and normalizing millions of new artifacts daily—including documents, chats, forums, leaked datasets, repositories, threat actor communications, hacker marketplaces, unsecured infrastructure, and decentralized networks across the surface web, deep web, dark web, and anonymized networks. Our Threat Research Team’s mission is aggressive: achieve near-total coverage of global breach and leak data with 99%+ automation. Your work directly enables HEROIC’s ability to identify exposures before they are weaponized. What You Will Do - Automated Intelligence Collection & Discovery - Architect and operate large-scale, distributed crawling and discovery systems across: - Surface web, deep web, and dark web - Hacker forums, underground marketplaces, and breach communities - Chat platforms (Telegram, Discord, IRC, WhatsApp, etc.) - Paste sites, code repositories, and social platforms used for breach disclosure - Continuously discover, archive, and download newly released datasets, logs, credentials, and artifacts the moment they appear - Dark Web, Anonymized & Decentralized Networks - Build automated collectors and archivers for anonymized and decentralized networks including: - Tor (.onion), I2P, ZeroNet, Freenet, IPFS, GNUnet, Lokinet, Yggdrasil, and similar systems - Design resilient workflows for unreliable, adversarial, or ephemeral data sources - Normalize and index data from non-traditional network protocols and formats - Infrastructure & Exposure Discovery - Develop automated scanning systems to identify: - Unsecured databases (Elasticsearch, MySQL, PostgreSQL, MongoDB, etc.) - Exposed cloud storage (S3, Azure, GCP, DigitalOcean Spaces) - Open FTP servers, backups, and misconfigured archives - Monitor and ingest data from file hosting and distribution platforms commonly used for breach dumps - Pipeline Engineering & Operations - Build ETL pipelines to clean, normalize, enrich, and index structured and unstructured data - Implement advanced anti-bot evasion strategies (proxy rotation, fingerprinting, CAPTCHA mitigation, session management) - Integrate collected intelligence into centralized databases and search systems - Design APIs and internal tooling to support downstream analysis and AI/ML workflows - Automate deployment, scaling, and monitoring using Docker, Kubernetes, and cloud infrastructure - Continuously optimize performance, reliability, and cost efficiency of crawler clusters Qualifications - Minimum 4 years of hands-on experience in data engineering, intelligence collection, crawling, or distributed data pipelines - Strong Python expertise and experience with frameworks such as Scrapy, Playwright, Selenium, or custom async systems - Proven experience operating high-volume, automated data collection systems in production - Deep understanding of web protocols, HTTP, DOM parsing, and adversarial scraping environments - Experience with asynchronous, concurrent, and distributed architectures - Familiarity with SQL and NoSQL databases (PostgreSQL, MongoDB, Elasticsearch, Cassandra) - Strong Linux/Unix, shell scripting, and Git-based workflows - Experience deploying and operating systems using Docker, Kubernetes, AWS, or GCP - Excellent analytical, debugging, and problem-solving skills - Strong written and verbal communication skills Preferred / High-Value Experience - Direct experience with dark web intelligence, breach data, OSINT, or threat research - Familiarity with Tor, I2P, underground forums, stealer logs, or credential ecosystems - Experience processing large breach datasets or stealer logs - Background working in adversarial data environments - Exposure to AI/ML-driven intelligence platforms Benefits - Position Type: Full-time - Location: Remote in India. Work from wherever you please! Your home, the beach, our offices, etc. - Compensation: USD 1300-2000 monthly - Professional Growth: Amazing upward mobility in a rapidly expanding company. - Innovative Culture: Be part of a team that leverages AI and cutting-edge technologies.