Platform Support Specialist Tier 2, ZeroFOX
More information about location
Cybersecurity platform
Job no longer available
Cybersecurity platform
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
ZeroFox's mission is to make the internet safer.
Role
Who you are
- Customer success / support experience typically obtained in 3-5 years; candidates with experience in enterprise service support and SaaS offerings is a plus
- Solid organizational & prioritization ability; proven ability to work effectively on multiple projects simultaneously
- Excellent client-facing communications - both written & verbal
- Ability to work with customers to prioritize and document challenges, articulate creative product solutions that will fit specific requirements, and communicate expectations back to customers
- Ability to ask leading questions to identify the root of a problem
- Skilled in communicating system requests/issues/improvements/enhancements to our cross-functional team(s) and following through to resolution
- Dedication to improving processes and workflows. Participate in improving the services we provide to our platform customers, including but not limited to support procedures and managed services for the ZeroFox platform
- Strong attention to detail, with the ability to contribute concise and informative product documentation for the user knowledge base
- Ownership of work; unafraid to take control and see projects to completion
- Should have experience in working on technical aspects for B2B clients in an international organization
- Bachelor's degree, preferably in Business Administration, Project or Product Management, Data or Information Technology / Systems
- Experience using systems such as Zendesk and/or Salesforce
- Ability to thrive on change! Great is better than good and dissatisfied with the “status quo”
- Written and spoken fluency in English
- Willingness to work an alternative work schedule, including early morning or overnight shifts
Desirable
- Skilled with various workflow tools: JIRA, Django, SQL, Gainsight/SalesForce, Google Apps, Zendesk
- Past experience in customer service, support, and/or training
- Understanding of modern programming languages, web services, and SQL databases (ability to write and execute queries against databases a plus)
What the job involves
- ZeroFox seeks a multi-talented, quick-thinking, energetic, and client-focused Platform Support Specialist - Tier 2 to join a rapidly growing team
- This role will be dedicated to delivering the best in customer service to all of our platform customers, supporting the day-to-day operations of a global team
- The Customer Support Specialist will guide messaging for ZeroFox’s inbound and outbound outreach efforts, working in tandem with the Account Management and Technology teams to see issues to resolution
- Notable responsibilities will include managing the customer helpdesk, crafting messaging and automating tasks
- This successful candidate will work to build robust and meaningful relationships, both internally and externally, to keep feedback loops active, provide amicable customer solutions, and be technically competent on the ZeroFox Saas platform
- This is a high visibility role within the organization and your team’s work will directly impact the success of ZeroFox customers and partners
- Successfully review, triage, and respond to customer and internal support tickets
- Solve escalated technical issues
- Resolve high priority tickets with urgency and thoroughness
- Serve as a knowledge resource for Tier 1 support
- Provide dedicated support to strategic customers
- Monitor internal team channels for escalation requests
- Maintain a solid understanding of ZeroFox’s products and services to solve complex ticket requests
- Monitor the ticket queue for increased volumes and assist with Tier 1 tickets as needed
- Work closely with cross functional teams to ensure timely resolution of tickets
- Work with Team Leads and Managers to identify workflow and process improvements
- This position will report to the Sr. Director, Global Customer Suppor
Salary benchmarks
Our take
On a mission to protect customers across the Internet, ZeroFox is an enterprise threat intelligence cybersecurity platform that helps companies detect risk from vectors such as social media, malicious apps and the dark web.
Operating in the public attack surface protection marketplace, its SaaS platform analyses millions of pieces of publicly accessible content in popular platforms such as Facebook, Instagram, Microsoft 365 and G Suite. Its solutions go beyond traditional threat intelligence with AI-driven analysis and experienced intelligence analysts that have unique access to the dark web.
ZeroFox went public in 2022 through a SPAC deal which included the acquisition of IDX, a specialist in data breach response. This capital from this offering will be invested in further evolving its AI capabilities and scaling its go-to-market efforts. It is also continuing its M&A strategy for product development, as an example recently acquiring cybersecurity firm LookingGlass to increase its threat intelligence capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2020
$74m
LATE VC
Jul 2017
$40m
SERIES C
Total funding: $154.2m
Company benefits
- Quality medical, dental, vision and prescription plans offered by reputable, nationwide carrier
- Employer-sponsored HRA account to help offset the cost of a medical plan deductible
- Set aside pre-tax dollars to pay for eligible health and / or dependent care expenses
- Save for retirement with pre- and / or post-tax contributions
- Short- and Long-Term disability insurance options available
- Basic and Voluntary life insurance options available
- An opportunity to share in the company’s success through equity
- Mac laptops for all employees
- Nationwide and Baltimore-based employee discounts offered exclusively to ZeroFox employees
- 24/7 legal services for employees, spouses, and dependent child(ren)
- Paid leave to help you revel, rest, and rejuvenate
- ZeroFox pays you to party on several national holidays
- Deep discount at national pet insurance carrier offering plans for every pet and every budget to help reduce the cost involved in caring for pets
- 24x7x365 telephonic access to board certified, US-based physicians
- Company-provided lunches, snacks, and drinks
Company HQ
South Baltimore, Baltimore, MD
Leadership
Chris Cullison
(Co-founder)Previously served as Practice Manager of Secure Development for Accuvant, Senior Software Engineer for Erickson Retirement Communities, Lead Technical Specialist for UPS, and as a Manager for Oasis.
Evan Blair
(Co-founder & Strategic Advisor)Previously served as Global Vice President of Channel Sales for ZeroFox. Currently acts as CRO fro HighSide and serves as an Advisor for Dreamit Ventures, TEDCO and Cyber Crucible. Experience as Director of Partner Solutions for Accuvant, Director of Global Partner Operations for Ciphent, and in Federal Business Development for Application Security.
James C. Foster
(Co-founder & Chief Executive Officer)Previously served as CEO for Ciphent. Experience as Global Director of Security Business Unit for DXC Technology, Editor of Information Security Magazine for TechTarget, and as Director of Research and Development for McAfee.
Hillary Herlehy
(Co-founder & Chief People Officer)Previously served as Director of Talent Acquisition for Accuvant, Chief Human Capital Officer for Ciphent, and as a Consumer Real Estate Personal Banker for Bank of America.
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