Product Support Specialist

About Black Kite

Black Kite leads globally in third-party cyber risk intelligence, serving over 3,000 organizations. We provide security and business leaders with continuous, external insights into their vendor ecosystem by translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence. Our solutions extend beyond traditional open standards-based cyber ratings, helping organizations enhance risk decisions, improve business resilience, and scale third-party cyber risk management programs amidst an intricate digital landscape. We have received ongoing accolades from both customers and industry experts.

Role Overview

The Product Support Specialist acts as the initial point of contact for many Black Kite users, becoming an expert on the product to quickly troubleshoot issues and strengthen customer trust in the platform. This role offers hands-on exposure within a growing team and direct insight into the daily operations of a leading third-party cyber risk management platform, with substantial potential for career development in cybersecurity.

Key Responsibilities

• Collaborate closely with the Product Support Specialist II and Manager, fully managing assigned duties.
• Provide prompt, personalized, and high-quality customer support through Zendesk and email channels.
• Achieve excellent customer satisfaction by delivering timely and comprehensive problem resolution.
• Develop strong expertise in all aspects of the Black Kite platform.
• Accurately direct customer inquiries to appropriate internal teams.
• Identify pain points and suggest product improvements to enhance user experience.
• Maintain and improve reporting systems to monitor trends and team performance.
• Assist in managing and updating content on the Black Kite Product Help portal.

Candidate Profile

• Between 1 and 3 years of experience supporting a SaaS product.
• 1 to 3 years of background in customer service roles.
• Ability to work independently and collaboratively within a team.
• Basic knowledge of core cybersecurity principles.
• Strong interest and curiosity about the cybersecurity field.
• Excellent troubleshooting skills and ability to clearly communicate issues to clients.
• Highly detail-oriented with rigorous documentation habits.
• Effective collaboration and organizational capabilities.
• Strong verbal and written communication skills.

Compensation and Benefits

The annual base salary ranges from $60,000 to $75,000, reflecting a national market rate and varying based on qualifications, experience, skills, and role specifics. Black Kite’s total compensation package includes performance bonuses, equity, flexible healthcare options, paid time off, and retirement savings plans.