Customer Support Specialist

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. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.

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 Pacific Time Zone. Due to Government contract requirements, all candidates for this role must be US citizens.

Sounds interesting? Keep reading...

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 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

Here’s what you’ll need

• 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

Ready to join us?

Synack is committed to embracing diversity. Our people are our strength.  Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. Synack strives to be inclusive of all people. 

As a candidate, Synack cares about your privacy. Please view our candidate privacy policy here.

This position has responsibility to ensure Synack’s security and privacy posture is maintained.

$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.
For more details about our benefits, please see here. Then for the Employer code, enter: synack