Customer Support Specialist

Sprocket Security • Madison, WI

8d • Hybrid

About The Position

As Customer Support Specialist, you are the operational backbone of the customer experience. You own customer support end to end and keep the day to day of each account running smoothly so customers get value quickly and easily. You are the reliable, responsive contact customers count on, and a systems-minded teammate who helps our support operation scale. This role also comes with a rare opportunity: to stand up our modern, AI-driven support and engagement workflows from the ground up. It is a great fit for someone who loves tools and process, stays calm under volume, and takes pride in a support experience that feels effortless.

Requirements

• 2+ years in customer support, onboarding or implementation coordination, or a comparable customer operations role at a technical SaaS or security company.
• Track record owning a support queue and hitting response and resolution targets while staying calm under volume.
• Experience standing up support and engagement tooling and excited to build AI-driven support workflows here from the ground up.
• Highly organized and systems-minded with a love of tools, automation, and process improvement.
• Comfortable with core security and networking concepts or a fast learner eager to build that fluency in an offensive-security environment.
• Excellent written communication and a customer-first, problem-solving mindset.
• Strong collaborator who keeps customers and cross-team work moving forward.

Nice To Haves

• Experience introducing automation or AI tools such as Claude to scale support and reduce manual work.
• Familiarity with scoping, estimation, or order-management
• Exposure to customer success or in-product engagement
• Functional understanding of core Information/Cybersecurity concepts such as: Confidentiality, integrity, availability, and privacy.
• Basic risk management principles.
• Awareness of industry regulations and frameworks such as PCI-DSS, HIPAA, HITRUST, OWASP, Critical Security Controls, and NIST CSF.
• Basic Network+ level knowledge such as: DNS, domain names, host names and subdomains, IP blocks (CIDR notation), RFC 1918 address spaces, and TCP ports/services.

Responsibilities

• Own frontline customer support end to end, resolving issues quickly or routing them to the right team.
• Keep the support queue healthy with fast response, strong resolution, and clear escalation.
• Coordinate a smooth onboarding so customers get up and running quickly.
• Help keep each engagement's scope accurate, coordinating with the Service Delivery team as needed.
• Stand up and continuously improve our support and engagement workflows, including AI-driven automation, as we grow.
• Own a clean, reliable offboarding process from start to finish.

Benefits

• Unlimited PTO for healthy work/life balance.
• Company contribution to 401k (immediate eligibility, no one should have to wait to start saving).
• 75% company contribution for health insurance for employees and 50% for dependents.
• 100% company contribution for dental and vision.
• Flexible working hours.
• Support for your career development with paid training, conferences, certifications, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed