[Hiring] Customer Support Specialist @Synack

Role Description

As a Customer Support Specialist, you will work in a fast-paced environment providing front-line support of client assessments. You will pay close attention to detail in troubleshooting client issues, aligning configurations according to specifications, escalating issues, and ultimately ensuring customer success.

This role is fully remote, operating within the Mountain or Pacific Time Zone. Due to Government contract requirements, all candidates for this role must be US citizens.

Here’s what you'll do:

• Support execution of client assessment deliverables such as reporting, configurations, scheduling, and related details
• Troubleshoot issues reported by clients, internal teams, and Synack Red Team members (SRT)
• Monitor support queues and ensure timely resolution to inquiries and issues
• Monitor service level objectives across a vast client portfolio and make timely decisions to influence successful assessment
• Escalate issues and partner with technical teams for resolution
• Provide coverage for holidays/public holidays/bank holidays on a rotating basis
• Required to cover one weekend day every week (Schedule will be Tuesday - Saturday or Sunday - Thursday)

Qualifications

• 1-2 years’ experience in a customer support function ideal; we are looking for someone who is excited to grow in a support role
• Strong troubleshooting and problem-solving skills
• A proactive mindset and readiness to take the initiative on tasks
• Communication and organizational skills to keep client deliverables on track
• Collaboration skills to work across technical teams, relationship managers, and related teams in driving customer success
• Strong attention to detail and the ability to move fast and multitask in a collaborative operations environment
• Prior use of customer support and issue management systems/tools such as Zendesk, Jira, and/or Salesforce a plus
• Knowledge of Vulnerability management (CVE, CISA, CVSS) a plus
• Familiarity with common networking protocols and configuration, cloud hosted configurations, and scripting and SQL queries are a plus
• Candidates must be US Citizens

Benefits

• $25-$27/hr
• Salary is determined by a combination of factors including location, level, relevant experience, and skills
• The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations
• The compensation package for this position may also include equity and benefits