Remote Product Support Specialist - Cyber Risk Platform

Black Kite; New York (NY); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Performance-based bonuses

Equity

Flexible healthcare options

Paid time off

Retirement savings

Job summary

Black Kite New York, NY, United States is seeking a Product Support Specialist to be the first voice and reply for our customers. You will troubleshoot real issues, become a product expert, and support a growing TPCRM platform with opportunities to grow in cybersecurity.

Role emphasizes hands-on work, cross-team collaboration, and maintaining a productive help ecosystem. Competitive pay and a broad rewards package are offered.

Qualifications

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

Responsibilities

• Partner with the Product Support Specialist II and Manager, owning tasks from start to finish.
• Deliver fast, high-quality, personalized support 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 for easier use.
• Maintain and update reporting systems to track trends and performance.
• Refresh content in Black Kite’s Product Help portal.

Skills

SaaS product support

Customer service

Security concepts

Cybersecurity curiosity

Troubleshooting

Documentation

Organizational skills

Communication

Job description

Black Kite New York, NY, United States is seeking a Product Support Specialist to be the first voice and reply for our customers. You will troubleshoot real issues, become a product expert, and support a growing TPCRM platform with opportunities to grow in cybersecurity.

Role emphasizes hands-on work, cross-team collaboration, and maintaining a productive help ecosystem. Competitive pay and a broad rewards package are offered.