Product Support Specialist- Pacific Time Zone

About Our Client

Founded in 2015 by former NSA cyber operators, this organization specializes in cybersecurity, focusing on protecting businesses of all sizes from growing cybercrime threats. It provides enterprise-grade solutions supported by in-house technology and a 24/7 human-led Security Operations Center. Currently securing over 5 million endpoints and 11 million identities worldwide, the company addresses the challenge of complex security environments often lacking sufficient time or staff resources.

About the Opportunity

The Product Support Specialist role is critical in delivering expert technical assistance and maintaining high customer satisfaction. This position serves as the primary contact for customers seeking technical support, ensuring timely resolution of inquiries. It contributes directly to the organization’s mission by enhancing customer experience and supporting operational effectiveness.

Responsibilities

• Provide initial partner support and communicate resolutions to customers
• Guide customers through problem-solving processes
• Assess issues and escalate incidents appropriately
• Follow up to ensure problem resolution
• Exceed customer service expectations
• Recommend improvements to documentation
• Continuously expand knowledge of internal procedures, products, and customer environments

Requirements

• Ability to adapt in a fast-changing environment
• Collaborative mindset to work effectively with the team
• Systematic problem-solving skills
• Experience supporting Microsoft Windows Operating Systems, including internals and troubleshooting
• Experience with macOS and troubleshooting common issues
• Familiarity with tools like ProcMon and Process Explorer is a plus
• Experience configuring antivirus products and troubleshooting interactions
• Knowledge of system configuration tools such as GPO, RMMs, and SCCM; scripting is a plus

Pay Range and Compensation Package

$50,000 to $65,000 base plus bonus and equity
For this position, candidates must be located in the Pacific Time Zone

Benefits & Perks

• 100% remote work environment
• Generous paid time off including vacation, sick time, and holidays
• 12 weeks of paid parental leave
• Comprehensive medical, dental, and vision insurance plans
• 401(k) with 5% contribution regardless of employee contribution
• Life and Disability insurance
• Stock options for full-time employees
• $500 one-time home office reimbursement
• Anual education and professional development allowance
• $75 monthly digital reimbursement
• Access to coaching and personal growth platform

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.