The Role
As a Customer Support Specialist, youll be a critical member of our Customer Support team, serving as a subject matter expert and trusted resource for our customers. Youll troubleshoot complex technical issues, guide customers through platform configuration, and collaborate cross-functionally to ensure customer success with ZenGRC.
This role requires both strong technical aptitude and excellent customer communication skills. Youll handle everything from user education to sophisticated technical troubleshooting, while also contributing to knowledge base improvements, process optimization, and strategic support initiatives.
What Youll Do:
• Respond to customer support tickets and in-application chat requests with technical expertise, empathy, and a solutions-oriented approach. • Troubleshoot technical issues, including platform configuration, integrations, data problems, and system behavior. • Conduct screen-share sessions with customers to diagnose issues and provide hands-on guidance. • Create and manage bug tickets and feature requests, working closely with Engineering and Product teams. • Handle service requests, including CSV data uploads to customer instances and other technical configurations. • Document solutions and create knowledge base articles to improve customer self-service. • Contribute to strategic initiatives and projects (e.g. process improvements, tool implementations). • Collaborate with Customer Success, Product, Engineering, and DevOps teams to resolve customer challenges and advocate for customer needs. • Escalate complex technical issues to DevOps or Engineering when appropriate. • Serve as a go-to resource for internal teams seeking guidance on product configuration and support processes. • Maintain detailed documentation of customer interactions and technical solutions within support systems.
What You Bring:
3+ years of experience in customer support or customer-facing technical roles for a SaaS product. Strong technical troubleshooting skills and ability to diagnose complex platform issues. Experience with support and collaboration tools: Salesforce Service Console, Jira, Confluence, and Intercom (or similar platforms). Excellent written and verbal communication skills-able to explain technical concepts clearly to both technical and non-technical audiences. Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and compliance workflows strongly preferred. Demonstrated ability to manage multiple priorities and customer requests simultaneously. Experience working with CSVs, data imports, and basic data manipulation. Collaborative mindset with strong cross-functional communication skills. Self-motivated with a natural curiosity for learning new technologies and processes.
Youll Thrive Here If:
You Are Empathetic, patient, and genuinely passionate about helping customers succeed. Technically curious-you enjoy diving deep to understand how things work and why issues occur. A clear communicator who can translate technical complexity into simple guidance. Proactive and solution-oriented, always looking for ways to improve processes and customer experience. Highly collaborative and comfortable working across teams. Organized and detail-oriented, with strong documentation habits. Energized by variety-no two days (or tickets) are the same.