Support Engineer

About CyberDrain

At CyberDrain, we’re not just another tech company. We’re a community-driven organization that’s actively working to change how the MSP industry operates. Founded out of frustration with vendors who don’t understand real MSP needs, we’ve built a culture around transparency, community feedback, and genuine innovation.

Our flagship product CIPP (CyberDrain Improved Partner Portal) serves thousands of MSPs worldwide, with features that come directly from our Discord community of over ten thousand members. We practice what we call “Spite-Driven Development”, building solutions because we’re tired of waiting for vendors to catch up to what MSPs actually need.

What you’ll do

  • Provide expert technical support to MSPs using CIPP and CoW through Discord, email, and ticketing systems
  • Troubleshoot issues related to Microsoft 365, Azure, Intune, Exchange Online, and multi-tenant management
  • Reproduce reported bugs, document steps to replicate, and escalate to engineering with clear technical context
  • Create and maintain knowledge base articles, FAQs, and troubleshooting guides
  • Monitor community channels for emerging issues and proactively communicate known problems and workarounds
  • Collaborate with engineering to prioritize bug fixes based on user impact and frequency
  • Help onboard new CIPP users by guiding them through setup, configuration, and best practices
  • Identify patterns in support requests that indicate opportunities for product improvement or better documentation
  • Participate in testing new releases before they ship to catch issues early

Background and Experience

  • Strong hands-on experience with Microsoft 365 administration across multiple tenants
  • Familiarity with Azure AD/Entra ID, Exchange Online, Intune, and Conditional Access
  • Experience in a technical support or helpdesk role, ideally supporting SaaS products or MSP tools
  • Comfortable reading PowerShell scripts and basic troubleshooting of API-related issues
  • Excellent written communication skills with the ability to explain technical concepts clearly
  • Patience and empathy when working with users of varying technical skill levels
  • Experience with Discord or similar community platforms for support delivery
  • Bonus: hands-on experience with CIPP or similar multi-tenant management tools
  • Bonus: MSP industry experience or understanding of the partner ecosystem
  • Bonus: experience with GitHub for issue tracking and collaboration

You’ll love working with CyberDrain because:

  • Real Impact: Help thousands of MSPs solve real problems every day
  • Community Feedback: Work directly with passionate users who appreciate great support
  • Transparent Culture: No corporate BS, we practice radical transparency in our operations
  • Shape the Product: Your support insights directly influence what gets built next
  • Open Source First: Be part of a community that values openness and collaboration
  • Flexible Work: Remote-first culture that values results over hours or location
  • Mission-Driven: Help us challenge an entire industry to be better and more transparent

Benefits

  • Comprehensive health, dental, and vision coverage
  • Flexible PTO and fully remote work
  • Professional development budget for conferences, training, and certifications
  • Direct access to our user community for product feedback
  • Opportunity to grow into engineering, product, or community roles
  • Innovation time for passion projects that align with our mission
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