AI-Driven Security SaaS Support Specialist (Remote/US)

Sprocket Security; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

401k with immediate eligibility

Health insurance 75% company contrib.

Dental and vision 100% covered

Flexible working hours

Career development support

Job summary

Sprocket Security is seeking a Customer Support Specialist to act as the operational backbone of the customer experience. You will own support end to end, ensure onboarding is smooth, and help scale our AI-driven engagement workflows.

The role fits someone who loves tools, stays calm under volume, and takes pride in a effortless support experience. You will collaborate across teams to keep engagements on track and improve systems over time.

Qualifications

• 2+ years in customer support or a related technical SaaS or security role.
• Proven ability to own a support queue and hit response/resolution targets under volume.
• Experience standing up support and engagement tooling, including AI-driven workflows.
• Highly organized with a love of tools, automation, and process improvement.
• Comfort with core security and networking concepts or eagerness to learn quickly in offensive-security.

Responsibilities

• Own frontline customer support end to end and resolve issues quickly or route them appropriately.
• Maintain a healthy support queue with fast response times and clear escalation paths.
• Coordinate smooth onboarding so customers are up and running quickly.
• Help keep scope accuracy by coordinating with Service Delivery as needed.
• Stand up and improve support workflows and AI-driven automation as the company scales.
• Own a clean, reliable offboarding process from start to finish.

Skills

Customer support

Onboarding coordination

Automation mindset

Written communication

Cross-team collaboration

Tools

Claude

Automation tooling

Job description

Sprocket Security is seeking a Customer Support Specialist to act as the operational backbone of the customer experience. You will own support end to end, ensure onboarding is smooth, and help scale our AI-driven engagement workflows.

The role fits someone who loves tools, stays calm under volume, and takes pride in a effortless support experience. You will collaborate across teams to keep engagements on track and improve systems over time.