Customer Support Specialist

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

Location: Madison Office Preferable or Remote within USA

Company Mission - Our mission is to help secure as many companies as possible, by using the best way of doing so, penetration testing. Sprocket Security prioritizes offensive security for enterprises, empowering them to build robust defense strategies based on individual business risk.

How - At Sprocket Security, we’ve built an expert-driven Continuous Penetration Testing platform that blends cutting-edge automated and manual testing methods.

Your Mission - As Customer Support Specialist, you are the operational backbone of the customer experience. You own customer support end to end and keep the day to day of each account running smoothly so customers get value quickly and easily. You are the reliable, responsive contact customers count on, and a systems-minded teammate who helps our support operation scale. This role also comes with a rare opportunity: to stand up our modern, AI-driven support and engagement workflows from the ground up. It is a great fit for someone who loves tools and process, stays calm under volume, and takes pride in a support experience that feels effortless.

Responsibilities:

• Customer support: Own frontline customer support end to end, resolving issues quickly or routing them to the right team.
• Support queue: Keep the support queue healthy with fast response, strong resolution, and clear escalation.
• Onboarding: Coordinate a smooth onboarding so customers get up and running quickly.
• Scope accuracy: Help keep each engagement’s scope accurate, coordinating with the Service Delivery team as needed.
• Support systems and automation: Stand up and continuously improve our support and engagement workflows, including AI-driven automation, as we grow.
• Offboarding: Own a clean, reliable offboarding process from start to finish.

Requirements:

Required:

• 2+ years in customer support, onboarding or implementation coordination, or a comparable customer operations role at a technical SaaS or security company.
• Track record owning a support queue and hitting response and resolution targets while staying calm under volume.
• Experience standing up support and engagement tooling and excited to build AI-driven support workflows here from the ground up.
• Highly organized and systems-minded with a love of tools, automation, and process improvement.
• Comfortable with core security and networking concepts or a fast learner eager to build that fluency in an offensive-security environment.
• Excellent written communication and a customer-first, problem-solving mindset.
• Strong collaborator who keeps customers and cross-team work moving forward.

Preferred:

• Experience introducing automation or AI tools such as Claude to scale support and reduce manual work.
• Familiarity with scoping, estimation, or order-management
• Exposure to customer success or in-product engagement
• Functional understanding of core Information/Cybersecurity concepts such as:
  • Confidentiality, integrity, availability, and privacy.
  • Basic risk management principles.
  • Awareness of industry regulations and frameworks such as PCI-DSS, HIPAA, HITRUST, OWASP, Critical Security Controls, and NIST CSF.
• Basic Network+ level knowledge such as:
  • DNS, domain names, host names and subdomains, IP blocks (CIDR notation), RFC 1918 address spaces, and TCP ports/services.

Benefits:

• Unlimited PTO for healthy work/life balance.
• Company contribution to 401k (immediate eligibility, no one should have to wait to start saving).
• 75% company contribution for health insurance for employees and 50% for dependents.
• 100% company contribution for dental and vision.
• Flexible working hours.
• Support for your career development with paid training, conferences, certifications, etc.

Location - Madison Office Preferable or Remote within USA