Product Support Specialist

ABOUT THE ROLE

The Product Support Specialist is the front line of the Black Kite experience — the first voice, first reply, and first impression for a large share of our user base. You'll become a true product expert, troubleshooting real problems for real customers and turning every interaction into a reason to trust the Black Kite platform even more. This is a hands-on seat on a growing team, with direct exposure to how a market-leading TPCRM platform actually runs day to day — and real room to grow your career in cybersecurity.

WHAT YOU'LL OWN

• 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

WHAT YOU BRING

• 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

The base pay range for this role is $60K-$75K annually. Compensation at Black Kite is more than just base pay — we offer a total rewards program that includes performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings programs. The annual base salary range for this position represents a nationwide market range and reflects a broad spectrum of salaries for this role across the United States. Actual compensation will depend on factors such as qualifications, skills, experience, and the scope, complexity, and location of the role.