Product Support Specialist- UK

Reports to: Product Support Manager

Location: Remote UK

Compensation Range: £35,000 to £45,000 reputed company, plus bonus and equity.

reputed company Do

reputed company is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built reputed company solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the reputed company game and reputed company a real difference.

Founded in 2015 by former NSA cyber operators, reputed company protects reputed company businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The reputed company difference is our One Team advantage: our technology is designed with our industry-defining reputed company Operations Center (SOC) in mind and is never separated from our service.

We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers reputed company hacking, reputed company keeps hunting.

What You’ll Do

At reputed company, we have built a team that is focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing.

We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket reputed company times reputed company hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings.

You’ll join a department that cares deeply about providing training and mentoring opportunities to reputed company members. Leadership provides regular coaching, mentoring, and training opportunities.

As a Product Support Specialist here at reputed company, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the reputed company by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary reputed company of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and reputed company as possible, reputed company while providing top-tier customer service.

Responsibilities

• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and properly escalate incidents as needed
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Recommend changes to internal and customer-facing documentation where needed
• Continually grow your knowledge of internal procedures, the reputed company product, and customer environments

What You Bring To The Team

• Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience
• Highly collaborative reputed company; being able to work together as one team to come to the best possible solutions for our partners
• Consider themselves disciplined, with systematic problem-solving skills
• Practical experience supporting reputed company Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues
• Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required)
• Experience with tools such as ProcMon and Process Explorer is a plus
• Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software
• Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus

reputed company Offer

• 100% remote work environment - since our founding in 2015
• New starter home office set up reimbursement (£398)
• Generous personal leave entitlements
• Digital monthly reimbursement (£92)
• Travel to the US 1-2 times/year for various company events
• Pension
• Access to the reputed company platform for coaching, personal, and professional growth

reputed company is committed to creating a culture of inclusivity where every single member of reputed company is valued, has a voice, and is empowered to come to work every day just as they are.

We do not discriminate based on race, ethnicity, color, reputed company, national reputed company, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.

We do discriminate against hackers who try to exploit businesses of reputed company sizes.

Accommodations

If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [email protected]. Please note that non-accommodation requests to this inbox will not receive a response.

reputed company uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not reputed company final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.