Customer Support Specialist

Overview

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform. Join our team of innovators who are redefining insider risk management through cutting‑edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise‑grade software on the market. As a global team, Teramind embraces an inclusive and flexible work environment and team culture.

We win together, learn from each other and respect each other while delivering best‑in‑class security solutions.

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top‑level product experience standard.

This person will be the first line of contact through chat/email with our customers during their shift – Monday to Friday from 9 AM to 5 PM CET.

• Provide technical support to our customers.
• Maintain high customer satisfaction while managing operational expectations.
• Become a product expert and maintain a deep understanding of product functionality.
• Evaluate and analyze issues and their impact to resolve or escape tickets as needed.
• Communicate thoughtfully to provide answers to questions for both technical and non‑technical end users while also supporting a wide range of technologies.
• Identify trends in support requests to help create long‑term solutions.

• Minimum 2 years of relevant experience as a technical support or in a similar role.
• Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems.
• Knowledge of Postgre
  
  SQL.
• Knowledge of cloud computing platforms (Azure, AWS, etc.).
• Knowledge of an Intercom or similar ticketing system.
• Understanding of B2B SaaS products, IT security, and data platforms.
• Ability to translate intricate technical details to simple, understandable terms.
• Strong interpersonal skills and ability to work with customers & cross‑functional teams.

• Remote job:
  Work from anywhere! We’ve been thriving as a fully‑remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
• Competitive compensation.
• Flexible paid time off.
• Laptop reimbursement.
• Ongoing training, development, and career growth opportunities.
• We use an open stack of technologies, so you have the chance to learn and evolve.
• High complexity of problems to solve, with active feature development – not just bugs & refactoring.
• Collaboration with a forward‑thinking team where new ideas come to life, experience is valued, and talent is incubated. You can make an impact quickly.

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.