Technical Support Specialist

Wizer - Free Security Awareness Training; Boston (MA); Presencial; USD 50.000 - 80.000; Jornada completa

Descripción de la vacante

Wizer - Free Security Awareness Training is seeking a Technical Support Specialist who communicates clearly, solves problems, and helps customers succeed with our cybersecurity e-learning platform. You will analyze complex issues, identify root causes, and guide customers through best practices while collaborating with engineering and product teams.

After a technical onboarding, you will support customers integrating features like Phishing Simulation, SSO provisioning, white-labeling, email

Formación

• Experience as a Technical Support Engineer in a product-focused env.
• Experience analyzing logs, HTTP headers, and API payloads.
• Familiarity with email protocols (SMTP, SPF, DKIM, DMARC).
• Clear, professional English communication (oral and written).
• Problem-solving mindset with customer empathy.
• Fast learner with cross-functional collaboration ability.
• Experience using CRM/helpdesk systems (Zendesk, Freshdesk, HubSpot).
• Familiarity with AI tools.

Responsabilidades

• Investigate and resolve complex customer issues escalated from Level 1 support.
• Assist customers with SSO integration and user provisioning, white-labeling setup, phishing simulation, email delivery, DNS configuration, and API/Zapier integrations.
• Identify root causes for issues related to email delivery, false simulation events, and user behavior.
• Maintain accurate case documentation in the support system.
• Join onboarding calls with Customer Success for advanced setups.
• Collaborate with Engineering and Product on bugs, escalations, and feature requests.
• Contribute to documentation, FAQs, and internal knowledge base.
• Identify trends in support requests and suggest product or process improvements.

Conocimientos

Technical Support Engineer

Logs analysis

HTTP headers analysis

API payload analysis

Email protocols (SMTP, SPF, DKIM, DMAR

English communication

Creative problem solving

Cross-functional collaboration

CRM/helpdesk systems (Zendesk, Freshd

AI tools familiarity

Herramientas

Zendesk

Freshdesk

HubSpot

AI tools

Descripción del empleo

About the Role

We are looking for a Technical Support Specialist who is an excellent communicator, a strong problem-solver, and passionate about customer success. You'll work closely with product, engineering, and customer success teams to help our clients integrate, adopt, and scale with our cybersecurity e-learning platform.

This role goes beyond basic troubleshooting, it's about analyzing issues at a deeper technical level than Tier 1 support. Your job is to identify the root cause of problems, surface well-documented findings to engineering when needed, and often resolve issues independently by guiding customers with best practices or identifying user misconfigurations. By doing so, you'll save engineers time and accelerate resolution, all while ensuring a smoother customer experience.

After an in-depth technical onboarding, you will support customers with integrating features like Phishing Simulation, SSO with provisioning, white-labeling (SMTP/DNS/domain), Office 365 email delivery, and API/Zapier integrations. You'll also act as a technical voice for customers, providing product feedback and helping shape the roadmap.

Key Responsibilities

• Investigate and resolve complex customer issues escalated from Level 1 support.
• Assist customers with: SSO integration and user provisioning, White-labeling setup (custom domains, SMTP configuration), Phishing Simulation setup and whitelisting (e.g., O365, Gmail), Email delivery and DNS configuration, API and Zapier integrations
• Identify root causes for issues related to email delivery, false simulation events, and user behavior.
• Maintain accurate and thorough case documentation in the support system.
• Join onboarding calls with the Customer Success team when advanced setup is required.
• Collaborate with Engineering and Product teams on bugs, escalations, and feature requests.
• Contribute to the improvement of documentation, FAQs, and internal knowledge base.
• Proactively identify trends in support requests and suggest product or process improvements.

Required Qualifications

• Proven experience as a Technical Support Engineer, preferably in a product-focused environment.
• Experience analyzing logs, HTTP headers, and API payloads.
• Familiarity with email protocols (SMTP, SPF, DKIM, DMARC).
• Clear and professional communication skills in English, both written and spoken.
• Creative problem-solving mindset and empathy for customers.
• Fast learner with the ability to self-manage and work cross-functionally.
• Experience using CRM/helpdesk systems (e.g., Zendesk, Freshdesk, HubSpot).
• Familiarity with AI tools

Nice to Have

• Experience with Active Directory and SAML-based SSO setups.
• Familiarity with DNS, domain management.
• Background in SaaS products or EdTech / cybersecurity tools.
• Experience with learning platforms (LMS) or phishing simulation tools.
• Basic query skills (e.g., Bash, Python, SQL).
• Exposure to cloud-based environments (GCP, AWS, or Azure).

Compensation

Salary range: $50K-$80K per year, depending on experience.