Remote Cybersecurity Product Support Specialist

Black Kite; New Jersey; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Performance-based bonuses

Equity compensation

Flexible healthcare options

Paid time off

Retirement savings programs

Job summary

Black Kite is seeking a Product Support Specialist to be the frontline of the customer experience. You will troubleshoot real problems for real customers, becoming a product expert and building trust in the Black Kite platform.

In this role, you will handle tasks from start to finish, deliver fast, personalized support via Zendesk and email, and contribute to high satisfaction scores while growing your knowledge of the platform and cybersecurity concepts.

Qualifications

• 1–3 years supporting a SaaS product.
• 1–3 years in customer service.
• Comfortable working independently and as part of a team.
• A working understanding of core security concepts.
• Genuine curiosity about cybersecurity.
• Sharp troubleshooting instincts and the ability to explain issues clearly to clients.
• Meticulous attention to detail and discipline in documenting changes.
• Strong collaboration skills.
• Excellent organizational skills.
• Excellent written and verbal communication.

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

Troubleshooting

Cybersecurity basics

Communication

Documentation

Collaboration

Organizational skills

Tools

Zendesk

Job description

Black Kite is seeking a Product Support Specialist to be the frontline of the customer experience. You will troubleshoot real problems for real customers, becoming a product expert and building trust in the Black Kite platform.

In this role, you will handle tasks from start to finish, deliver fast, personalized support via Zendesk and email, and contribute to high satisfaction scores while growing your knowledge of the platform and cybersecurity concepts.