Technical Support Specialist
Listed on 2026-11-02
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IT/Tech
Technical Support, IT Support, HelpDesk/Support, Cybersecurity
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.
- 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, Hub Spot).
- Familiarity with AI tools
- 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).
Salary range: $50K-$80K per year, depending on experience.
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