Equity-Eligible Cybersecurity SaaS Product Support

Glasswing Ventures; Maryland; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Equity

Flexible healthcare options

Paid time off

Retirement savings

Job summary

Black Kite is seeking a Product Support Specialist to be the frontline for our customers, diagnosing issues and delivering clear, actionable guidance. You will become a product expert, assisting users with the TPCRM platform and collaborating with cross-functional teams to resolve problems quickly.

Ideal candidates have 1–3 years in SaaS support and customer service, a solid grasp of security concepts, and a passion for cybersecurity.

Qualifications

• 1–3 years supporting a SaaS product.
• 1–3 years in customer service.
• Ability to work independently and as part of a team.
• Working understanding of core security concepts.
• Genuine curiosity about cybersecurity.

Responsibilities

• Partner directly with the Product Support Specialist II and Manager, owning assigned tasks from start to finish
• Deliver fast, high-quality, personalized support to customers via Zendesk and email
• Drive high satisfaction scores through quick, thorough replies and resolutions
• Build deep, hands-on expertise across the Black Kite platform
• Route customers to the right internal team quickly and accurately
• Spot friction points and flag product improvements that make the platform easier to use
• Maintain and update reporting systems to track trends and performance
• Help manage and refresh content in Black Kite's Product Help portal

Skills

SaaS support

Customer service

Independent & collaborative

Security concepts

Cybersecurity curiosity

Zendesk

Tools

Zendesk

Job description

Black Kite is seeking a Product Support Specialist to be the frontline for our customers, diagnosing issues and delivering clear, actionable guidance. You will become a product expert, assisting users with the TPCRM platform and collaborating with cross-functional teams to resolve problems quickly.

Ideal candidates have 1–3 years in SaaS support and customer service, a solid grasp of security concepts, and a passion for cybersecurity.