Product Support Specialist

Overview

Black Kite leads globally in third-party cyber risk intelligence, supporting over 3,000 organizations by providing continuous, external insights into their vendor ecosystems. Their platform synthesizes complex data on cybersecurity, financial health, and compliance into clear, actionable intelligence to help organizations make informed risk decisions and improve business resilience.

Role Summary

The Product Support Specialist acts as the initial point of contact for many users of Black Kite’s platform. This role demands expertise in the product to troubleshoot issues effectively, providing timely and personalized support that fosters user trust and satisfaction. It is a dynamic position offering exposure to cutting-edge third-party cyber risk management technology and opportunities for career growth in cybersecurity.

Primary Responsibilities

• Collaborate closely with the Product Support Specialist II and Manager to manage assigned duties end to end.
• Provide prompt, detailed, and tailored customer assistance through Zendesk and email communication.
• Achieve high customer satisfaction by resolving inquiries efficiently and thoroughly.
• Develop in-depth practical knowledge of Black Kite’s platform functionalities.
• Efficiently direct customers to appropriate internal teams when required.
• Identify pain points in platform usability and recommend product enhancements.
• Maintain and update reporting to monitor service trends and performance metrics.
• Support the management and regular updating of Black Kite’s Product Help portal.

Required Qualifications and Skills

• Between one and three years of experience supporting a SaaS product.
• One to three years of experience in customer service roles.
• Ability to work both independently and collaboratively within a team.
• Basic comprehension of fundamental cybersecurity concepts.
• A strong interest in the cybersecurity field.
• Effective troubleshooting skills paired with clear communication of issues to clients.
• Exceptional attention to detail and rigorous documentation habits.
• Excellent interpersonal collaboration capabilities.
• Strong organizational and time management skills.
• Proficient in both verbal and written communication.

Compensation and Benefits

The position offers an annual base salary ranging from $60,000 to $75,000 for a fully remote role, reflecting a nationwide market benchmark in the United States. Black Kite’s compensation package also includes bonuses based on performance, equity participation, flexible healthcare benefits, paid leave, and retirement savings plans. Final salary will depend on qualifications, experience, and location.