Mar 13, 2023
For our Customer Success team, we are hiring a Support Associate. Working directly with our users throughout their lifecycles will be your primary responsibility in this position. We defend a wide range of companies, from little accountancy firms to rapidly expanding software startups and established 1,000-employee companies. Answering queries and interacting with users ranging from non-technical operating staff to security operations teams and senior executives will be your responsibility.
Solve customer problems by responding to incoming customer questions (support tickets, phone calls, etc.) in a timely, helpful, and professional manner
Research issues by testing user flows and clearly document evidence
Assist in identifying issues that negatively impact end user experiences, take corrective action, and work closely with partner teams (Product and Engineering) to resolve
Lead demos and onboard companies to Paladin Shield, delivering predictable experiences and strong customer adoption
Lead security consultations with companies that have questions about cybersecurity and their specific security stack
Serve as the trusted partner for end users on product functionality and cybersecurity best practices generally.
Develop process documentation for existing and best practices for common responses to customer questions and newly implemented processes. Maintain a list of FAQs.
Partner with Product Management, Engineering, and the rest of the Success team to share customer use cases and pain points. Collect customer feedback and synthesize for the team internally on new products and features.
Display empathy for customer needs and keep stakeholders (internal/external) informed.
2+ years in a support/service environment focused on SaaS or software
Strong problem solving skills and ability to logically break down ambiguous issues
You enjoy building relationships with customers and solving their problems. For you, positive customer feedback makes you smile and brightens your day.
You lead with patience and kindness, especially when handling tough cases.
Strong ability to prioritize and “get sh*t done”. You possess a strong sense of urgency in driving projects to completion. Can speak to past experiences of getting projects across the finish line repeatedly and on-time.
Strong written and verbal communication skills along with the ability to explain technical topics to non-technical audiences.
You’re naturally curious, love learning new things, and are proactive in sharing knowledge with others.
High tolerance for ambiguity. You should be excited that your priorities will change over time, in large part based on what you see as the highest-impact end-user issues that need to be resolved.
Low ego. You know when something is over your head and aren’t afraid to ask for help.
Cybersecurity knowledge or experience
Experience with our customer support stack is helpful but not required (ZenDesk, Asana, Jira, Confluence, Slack)
We’d love to hear about how you owned technical customer issues from the initial report to the resolution
1-2 years experience at a high-growth and/or early-stage software company is strongly preferred
We provide a number of benefits to help you bring your best self to work:
Competitive compensation
Generous Equity packages
Health, dental, and vision insurance (W2 employees)
Flexible work schedule and location
PTO, Parental leave, and unlimited sick time
401(k) plan (W2 employees)
Technology allowance - tell us what tools and tech you need to get your job done, and it’s yours.