Customer Support Specialist Full Time

Summary:

Synack, a leader in Penetration Testing as a Service, seeks a Customer Support Specialist to provide front-line support for client assessments remotely in the Pacific Time Zone. Serving Global 2000 customers and U.S. agencies, Synack leverages a vetted security community to enhance cybersecurity, requiring U.S. citizenship for this role.

Responsibilities:

• 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.
• Candidates must be US Citizens.