ZenGRC · 7 hours ago
Customer Support Specialist
United States
Full-time
Remote
Mid Level
3+ years expZenGRC is a leading provider of governance, risk, and compliance (GRC) SaaS solutions. As a Customer Support Specialist, you'll troubleshoot technical issues, guide customers through platform configuration, and collaborate with cross-functional teams to ensure customer success with ZenGRC.
Information TechnologyRisk ManagementSoftware
Responsibilities
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
Qualification
Required
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
Benefits
Competitive salary and equity (we want everyone to be a stakeholder)
Full benefits (medical, dental, vision, wellness offerings, etc.)
Unlimited PTO, paid sick days, 11 holidays
Collaborating with smart coworkers who put customers first
Company
ZenGRC
We believe cyber risk management has evolved from an IT problem into a business problem.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$80.4MKey Investors
Francisco Partners
2022-09-08Series B· $60M
2019-03-06Series A· $15.46M
2018-08-08Convertible Note· $2.96M
Leadership Team
Michael Maggio
CEO & Chief Product Officer
Greg Crabtree
Chief Technology Officer
Recent News
2023-12-01
2023-08-24
Company data provided by crunchbase