Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the execution of client assessment deliverables, which encompass reporting, configurations, scheduling, and other related tasks.

• Resolve issues raised by clients, internal teams, and Synack Red Team members.

• Oversee support queues to guarantee prompt response to inquiries and issues.

• Track service level objectives across a diverse client portfolio and make timely decisions to ensure successful assessments.

• Elevate issues and collaborate with technical teams to achieve resolutions.

• Provide rotational coverage during holidays, public holidays, and bank holidays.

⛳️ Requirements

• Ideally, 1-2 years of experience in a customer support role; opportunity for advancement within a support capacity.

• Strong skills in troubleshooting and problem-solving.

• A proactive approach and willingness to take initiative on tasks.

• Effective communication and organizational abilities.

• Collaborative skills to engage with technical teams, relationship managers, and other related teams.

• Keen attention to detail with the ability to work quickly and manage multiple tasks.

• Previous experience with customer support and issue management systems/tools such as Zendesk, Jira, and/or Salesforce is advantageous.

• Familiarity with vulnerability management concepts (CVE, CISA, CVSS) is beneficial.

• Knowledge of common networking protocols and configurations, cloud-hosted setups, scripting, and SQL queries is a plus.

• Must be a US citizen.

• Must be able to operate within the Mountain or Pacific Time Zone.

• Required to cover one weekend day each week; available schedules will be Tuesday–Saturday or Sunday–Thursday.

🏝️ Benefits

• Compensation package may include equity and benefits.

• Rotational coverage for holidays, public holidays, and bank holidays.