Customer Support Specialist

March 21

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $25 - $27 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Synack, Inc.

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Synack is the premier security testing platform harnessing a vetted community of the world’s most talented security researchers to deliver continuous penetration testing and vulnerability management. We help our customers build and augment their security testing capabilities and capacity to deliver transformational results—better than traditional pentesting methods. We are committed to reducing cybersecurity risk for our customers by bridging the cybersecurity talent gap and giving organizations on-demand access to the most trusted network of researchers in a secure way, all on one platform.

Security Testing • Cybersecurity • Penetration Testing • Vulnerability Management

201 - 500 employees

📋 Description

• Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. • 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. • Support execution of client assessment deliverables such as reporting, configurations, scheduling, and related details. • Troubleshoot issues reported by clients 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.

🎯 Requirements

• 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

• Salary is determined by a combination of factors including location, level, relevant experience, and skills. • The compensation package for this position may also include equity, and benefits.