Customer Support Specialist

Role overview Provide front-line operational support for customer security assessments, helping keep configurations, schedules, and deliverables on track. You’ll investigate reported problems, coordinate with technical colleagues when issues need escalation, and help ensure timely service across a portfolio of assessments.

Responsibilities - Support assessment reporting, configuration, scheduling, and related deliverables. - Triage and troubleshoot requests from customers, internal teams, and security testers. - Monitor support queues and service targets, prioritizing work to keep assessments moving. - Escalate complex issues and coordinate with technical teams through resolution. - Provide rotating holiday coverage and work a schedule that includes one weekend day each week.

Requirements - US citizenship is required for government contract eligibility. - Around 1–2 years of customer support experience is preferred; candidates interested in growing in support are encouraged. - Strong troubleshooting, problem-solving, communication, and organizational skills. - Ability to take initiative, manage detail, and handle multiple priorities in a fast-moving operations setting. - Able to collaborate across technical and customer-facing teams.

Nice to have - Experience with support or issue-tracking systems such as Zendesk, Jira, or Salesforce. - Familiarity with vulnerability management concepts, including CVE, CISA, or CVSS. - Knowledge of networking, cloud configurations, scripting, or SQL.

Benefits and work setup - Fully remote within the Mountain or Pacific time zones. - Rotating work pattern is Tuesday–Saturday or Sunday–Thursday, with holiday coverage. - Listed pay range is $25–$27 per hour; compensation may also include equity and benefits.