Support Specialist – Level 2
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Job Description
Support Specialist managing escalated customer support issues for a cybersecurity SaaS company. Owning complex problems, ensuring resolutions, and collaborating with engineering and product teams.
Responsibilities:
- Own and resolve escalated customer issues that require advanced investigation and technical expertise.
- Perform deep-dive troubleshooting to identify root causes and prevent recurrence of known issues.
- Communicate clearly and proactively with customers throughout the lifecycle of complex cases.
- Reproduce issues and validate bugs before escalating to Engineering, ensuring high-quality handoffs.
- Analyze support trends and own Zendesk Explore to identify opportunities for process improvements and self-service enablement.
- Contribute to continuous improvement initiatives across Support, Product, and Customer Experience.
- Collaborate closely with Product and Engineering teams to advocate for customer needs and improvements.
- Provide customers with clear explanations, timelines, and workarounds to maintain trust during investigations.
- Create and maintain support documentation, internal playbooks, and known-issue references.
- Support the onboarding, training, and ongoing enablement of Level 1 Support Specialists.
Requirements:
- 5+ years of experience in SaaS customer support, cybersecurity, or technical customer-facing roles
- Experience using Zendesk, Slack, Google and using AI in practical support automation
- Strong understanding of cybersecurity fundamentals and SaaS platforms
- Demonstrated ability to manage complex customer issues with professionalism and empathy
- Experience troubleshooting technical systems, analyzing data or logs, and validating product behavior
- Comfort working with technical concepts such as APIs, integrations, or platform configurations
- Strong written documentation skills and attention to detail
- Ability to explain technical concepts to both technical and non-technical audiences
- A collaborative mindset and passion for helping others succeed
- French fluency, written and verbal (preferred)
Benefits:
- Competitive salary
- Bonus structure
- Stock options
- Health coverage/insurance
- Flexible, work from anywhere
- Unlimited vacation
- Fun company events; “Flamping”, curling, rock climbing and many others
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