Senior Customer Support Specialist - Remote

Overview

SimSpace launched in 2015 with a singular purpose – addressing the most urgent and sophisticated cybersecurity challenges to reduce risk for our most vulnerable and valuable infrastructure. We provide an elite cyber range platform to curate unassailable cyber defenses, data driven decisions, cutting edge training labs, live attack scenarios, and extensive individual and dynamic team readiness training.

In Short

• Remote Senior Customer Support Specialist responsible for triaging and resolving technical support tickets.
• Client advocacy role focused on delivering excellent service.
• Handle front line technical support (Tier 1/2) and manage help desk operations.
• Cross collaboration with Customer Success, Professional Services, Engineering, Product and Infrastructure teams.
• Develop customer-facing troubleshooting content.
• Maintain service level agreements (SLAs).
• Support training calls and provide product expertise.
• Continuous feedback to product and engineering teams.
• Some overtime during off-hours or weekends may be required.
• 10% domestic travel requirement.

Requirements

• Bachelor’s Degree or comparable experience.
• 4+ years of experience in technical support or customer service role, ideally in SaaS.
• IT Security background is preferred.
• Experience with Vcenter, Powershell, VMware, Active Directory, Linux/Windows configuration and setup.
• Ability to travel domestically and possibly internationally, up to 10% of the time.

Benefits

• Base salary range: $60,000 – $80,000 with performance bonuses.
• Comprehensive medical, dental, and vision benefits.
• Access to company-paid mental health support resources.
• 401(k) retirement savings plan with company match.
• Unlimited vacation and dedicated health & wellness days.
• Paid parental leave plans.
• Equity stock options at hire.
• Referral rewards for qualified hires.
• Peloton Interactive Wellness Program.
• Access to LinkedIn Learning for personal and professional development.