Security Specialist Jobs

About The Position

Requirements

• Excellent written and verbal communication with strong active listening skills.
• Strong troubleshooting, analytical, and diagnostic skills; experience diagnosing hardware, software, user-access, connectivity, and configuration issues; understanding of cloud-based applications and SaaS solutions; and familiarity with wired/wireless communication and networking fundamentals.
• Ability to support large, high-value customers, manage expectations, and build trust while driving issues toward resolution.
• Ability to independently investigate and resolve technical issues with strong attention to detail and sound judgment.
• Ability to maintain composure and prioritize work in a fast-paced, deadline-oriented environment with changing priorities.
• Familiarity with AI-powered tools used to improve productivity, knowledge management, and troubleshooting efficiency.
• Proficient in Microsoft Office (Outlook, Teams, Word, Excel) and experienced with ticket management, and knowledge base tools.
• Bachelor's degree preferred in Information Technology, Computer Science, Business, Communications, or a related field; relevant work experience may be considered in lieu of a degree.
• Minimum of 2 years in technical support, customer support, help desk, or SaaS support, with experience of troubleshooting software applications, hardware devices, and customer-facing technologies preferred.
• Familiarity with software troubleshooting, account management, cloud-based applications, networking fundamentals, browser troubleshooting, and connectivity-related technologies.
• Experience in a fast-paced, high-growth environment.

Nice To Haves

• Familiarity with Zendesk, Jira, NetSuite, and SharePoint preferred.
• Security-industry experience preferred.

Responsibilities

• Provide Tier I and light Tier II support for hardware, software, mobile applications, web-based platforms, and cloud/SaaS solutions, serving as a point of contact for high-value customers and their loss-prevention and security teams.
• Assist customers with device installation, activation, setup, configuration, and upgrades; diagnose connectivity issues involving cellular, satellite, Bluetooth, Wi-Fi, and networking; and analyze technical logs and diagnostics to identify root causes.
• Assess customer needs and resolve issues promptly and accurately, maintaining ownership of assigned cases from initial contact through closure.
• Provide customer and sales support via phone, email, and/or chat, communicating technical information clearly to both technical and non-technical audiences.
• Follow established troubleshooting methodologies and escalation processes; identify, document, and escalate product defects and complex technical issues to Tier II Technical Support while ensuring continuity of communication.
• Enter service orders and tickets based on customer requests, and accurately document all interactions, incidents, troubleshooting activities, and resolutions in CRM and ticket management systems.
• Participate in a rotating After-Hours (AH) on-call program, responding to critical customer incidents outside standard business hours.
• Assist customers with onboarding and product adoption; conduct training sessions and webinars to help customers make the most of product functionality.
• Create and maintain customer-facing support materials, knowledge base articles, FAQs, user guides, and troubleshooting documentation.
• Work closely with Sales, Product, Field Service, Billing, and Security Center Operations to resolve issues, meet SLA requirements, and identify upsell/cross-sell opportunities.
• Ensure compliance with company policies, privacy/security protocols, and industry regulations, maintaining confidentiality of customer information.
• Provide backup assistance to other team members and perform other duties and projects as assigned.

Benefits

• Competitive benefits
• Hybrid, flexible work culture