Senior Customer Support Specialist

Summary

Join SimSpace as a Remote Senior Customer Support Specialist and contribute to our mission of securing critical infrastructure. You will be responsible for handling technical support tickets, troubleshooting issues, and collaborating with various teams. This client-focused role requires strong problem-solving skills, excellent communication, and experience in technical support. SimSpace offers a competitive compensation package, comprehensive benefits, and opportunities for professional development. We value a positive and supportive work environment, emphasizing teamwork and innovation. If you are a solution-oriented problem solver with a passion for cybersecurity, we encourage you to apply.

Requirements

• Bachelor’s Degree or comparable experience
• 4+ years of experience in a technical support or customer service role, ideally in SaaS, enterprise software, or IT
• Ability to travel domestically and possibly internationally, up to 10% of the time

Responsibilities

• Handle front line technical support (Tier 1/2) by responding to customer support tickets as soon as they enter the help desk queue. This could include answering how-to questions, troubleshooting issues, and escalating requests to appropriate teams as needed for SaaS and On-Premise customers
• Manage and monitor the help desk to ensure we meet our Service Level Agreements (SLAs) for our customers
• Respond to and resolve tickets quickly and efficiently. Whether it’s a Tier 1 request you handle or a Tier 3 request you escalate, you’ll own the ticket and see it through to resolution
• Cross collaboration with our Customer Success, Professional Services, Engineering, Product and Infrastructure teams
• Supporting training calls
• Develop customer-facing troubleshooting content
• Serve as a product expert
• Keeping up with new features and current issues while providing quality feedback to our product and engineering teams regarding customer requests, issues and trends
• Troubleshooting to improve the customer experience

Preferred Qualifications

• IT Security background
• Experience with Vcenter, Powershell, VMware, Active Directory, Linux/Windows configuration and setup
• Knowledge of Freshdesk

Benefits

• Compensation. Base salary range: $60,000 – $80,000, reflecting our confidence in your expertise and impact, with the opportunity for annual bonuses tied to company performance and individual contributions
• Health & Wellness. Comprehensive medical, dental, and vision benefits, plus savings plans—coverage starts on day one!
• Mental Health Support. Access to company-paid counseling, coaching, and resources for you and your family through Spring Health
• Financial Well-Being. Plan for your future with a 401(k)-retirement savings plan featuring a company match
• Flexible Time Off. Take the time you need with unlimited vacation and dedicated health & wellness days. SimSpace provides flexible solutions to meet the diverse work-life needs of team members
• Parental Leave. Paid leave plans to support you and your loved ones during life’s most important moments
• Ownership Opportunities. Equity stock options at hire, with annual performance-based grants—become an invested stakeholder in our shared success
• Referral Rewards: Earn $1,500–$3,500 for every qualified hire through our employee referral program
• Peloton Interactive Wellness Program. Full- and partial- subsidized membership plans and equipment discounts to help you reach your personalized fitness goals
• Continuous Learning. Access a LinkedIn Learning membership to prioritize your personal and professional development
• Social Connections. Monthly reimbursements for meaningful connections with teammates through our SocialSpace Community
• Extra Perks. Legal plan coverage, pet insurance, wellness reimbursements, and more to simplify life’s details