Who is SimSpace?

SimSpace Corporation launched in 2015 with a singular purpose – addressing the most demanding cybersecurity challenges to reduce organizational cyber risk. Our exclusive cyber range provides the best platform for product testing, real-world attack simulations, and extensive individual and team readiness training.

We are a fast-growing leader in the cyber range market and enable organizations to ensure that their people, processes, and technology are all ready to operate in harmony. SimSpace is disrupting the status quo for cybersecurity risk and readiness. Our advanced cyber security stack evaluations, automatic attack/defend bots, and cyber range technologies are changing the way security teams learn, grow, and work. We are a hybrid remote/in-person company with offices in Boston's Fort Point and Laurel, Maryland. We also have distributed teams across the country. We do value in-person collaboration, so if you're located in Boston or Maryland, we'd love to have you visit our teams on site when possible!

About this Role:

The Customer Support Specialist will be responsible for the triage and resolution of all technical support tickets. This is a client advocacy role with a focus on supporting our customers and delivering consistent excellent service. There is a lot of growth opportunity for a resourceful and creative problem solver so if you are looking for employment where you can make a deep impact and derive satisfaction from serving others, we would love to help you reach your goals and provide an awesome experience for you too!

Who You Are:

• A solution-oriented problem solver
• A positive, energetic and empathetic communicator
• A tech-savvy, self-sufficient, and resourceful learner
• An ability to adapt to a consistently changing environment in a fast-moving tech company

What You Will Do:

• Serve as crucial front line technical support (Tier 1) 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.
• Manage and monitor the help desk to ensure we’re meeting 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 have ownership of the ticket and see it through to resolution.
• Collaborate and partner closely with our Customer Success, Professional Services, and Engineering teams.
• Support training calls.
• Develop troubleshooting content for customers.
• Serve as a product expert and brand ambassador.
• Keeping up with new features and current issues while providing quality feedback to our product and engineering teams regarding customer requests, issues and trends.
• Explore new ways to resolve challenges and personally improve the customer experience.

Background:

• 2+ years of experience in a technical support or customer service role, ideally in SaaS, enterprise software, and/or IT
• Experience in creating informative and engaging troubleshooting content
• Familiarity with VMware, Networking, Windows and/or Linux Administration
• Experienced working in support workflows
• Knowledge of Freshdesk preferred
• High attention to detail and ability to oversee multiple clients simultaneously

SimSpace is an Equal Opportunity Employer and provides extensive Benefits including:

• Competitive salary and benefits (medical, dental, company-paid vision, 401k, savings and spending accounts, Employee Assistance Program, company-paid Life and AD&D Insurance)
• Unlimited paid time off
• Salary Range $60,000-$75,000
• Equity options at hire and potential for additional based on performance
• Generous employee referral bonus program
• Peloton Interactive Wellness Program
• Semi-flexible hours, with the expectation that you overlap the main part of the day to meet deadlines, collaborate with colleagues and attend key meetings.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

SimSpace does not and shall not discriminate based on race, color, religion (creed), gender, gender expression and identity, age, national origin (ancestry), disability, marital status, sexual orientation, or military/veteran status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. Research shows that women and people from underrepresented groups only apply to jobs if they meet all of the qualifications. However, no one ever meets 100% of the qualifications. SimSpace encourages you to break that statistic and to apply. We look forward to your application.