About Access Now and the Helpline
Access Now is an international human rights organization dedicated to defending and extending the digital rights of users at risk around the world, including issues of privacy, security, freedom of expression, and transparency. Our Policy, Advocacy, Technology, RightsCon, and Grant-making teams have staff presences in Europe, Latin America, Sub-Saharan Africa, the Middle East/North Africa (MENA), North America, and South/Southeast Asia, to provide global support to our mission.
The Access Now Digital Security Helpline is a globally distributed team who provides 24/7 incident response, digital security advice, and implementation support for civil society around the world. We offer real-time, direct technical assistance and advice to civil society groups & activists, media organizations, journalists & bloggers, and human rights defenders.
About the Role
As a Helpline Responder you will be responsible for answering incoming requests on the Access Now Digital Security Helpline. You will use the Helpline’s own documentation and team expertise to provide technical assistance and digital security advice, and respond to digital emergency incidents targeting the most at-risk. You will assist at-risk users in responding to incidents via various communications methods such as email, chat, audio and video . This role will report to the Tunis Security Shift Lead and Access Now’s senior Tech managers as appropriate..
This role is perfect for a quick learner who is excited by Access Now’s’ mission and is eager to provide amazing technical advice and service to human rights defenders in MENA and around the world! We’re looking for an individual who is dedicated to our mission and has unshakable integrity and personal ethics. This team member will need to be responsible and resourceful, well organized, and have excellent communication skills that are best put to the test in high-stress emergency environments.
Knowledge, Skills & Abilities
We do not expect applicants to have every qualification described below. We expect this Team Member to grow into their role, and to also make it their own.
Women and LGBTQI individuals are encouraged to apply. We are keen to receive applications from people who consider themselves under-represented in the security and/or technology communities — even if they feel they meet only some of the qualifications.
- Prior experience working with, or interest in supporting women and/or queer communities, civil society, and human rights defender organizations in the region
- Fluency (strong written and verbal communications) in English and Arabic is essential; applicants who can speak and write in an additional language are at an advantage
- Strong cultural understanding and experience across the region
- Experience working in incident response or customer support escalation teams;
- Interest in training and user education
- Ability to work on a flexible, shift schedule
- Willingness to travel on occasion
- Technical skills, including troubleshooting & familiarity with Microsoft Windows, MacOS, and Linux-based operating systems is a strong advantage
- Familiarity with anonymity and circumvention tools, security technologies, risk assessment frameworks is an advantage
A level of education that when combined with your professional experience will show you have the capability to contribute meaningfully to Access Now Digital Security Helpline and the users we support. Candidates who have relevant academic degrees or security certifications are encouraged to apply, but this is a plus — not a requirement.
This is a full-time position based in Tunis, Tunisia. Expected working hours will generally be from 9 a.m. UTC +1 to 5 p.m. UTC+1, with occasional meetings out of business hours.
Salary and Benefits
Competitive salary commensurate with experience.
We offer benefits to help our employees embrace new challenges and allow them to advance their career. Those include technical training, language training, health benefits, travel, and access to our global network of knowledge and expertise!
To apply, send an email to firstname.lastname@example.org with the following documents attached:
- Cover letter outlining your suitability and vision for the role
When emailing your application, please include “Digital Helpline Responder – Tunis – [Your Name]” in the subject line.
Published 1 March 2019; open until filled or closed
Access Now is an international human rights organization committed to diversity and is an equal opportunity employer. We value and encourage diversity and consider applicants for all positions without regard to race, color, religion, creed, gender, sex, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status.
This commitment applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits, and termination.
For further information, please contact Bryan Rogers, Human Resources Manager, at email@example.com; PGP Key: 0x676DA406, or, alternatively, reply to the original sender.