Customer Support Technician

We are seeking a motivated and customer-focused individual to join our global Customer Excellence organization as a Customer Support Technician. This position is based in our Specops office in Philadelphia!

The ideal candidate will possess a strong technical background including proficiency in Active Directory, great communication skills, and a proactive approach to problem-solving.

We are looking for someone with a passion for delivering exceptional customer service and a commitment to continuous improvement, ensuring our customers receive timely and effective assistance.

While relevant experience and education are valuable, we prioritize a positive attitude, a team-player mentality, and a strong willingness to learn over experience alone.

Your Key Responsibilities

Customer Support:

• Promptly respond to and triage customer inquiries and issues.
• Handle and resolve technical and usage-related problems efficiently.
• Monitor and track tickets, ensuring they are followed through to resolution, providing regular updates to customers on the status of their issues until resolution.
• Provide technical expertise to analyze, determine, and test the most effective method of problem resolution to ensure that workable solutions are identified that meet customer requirements.
• Be available to work on-call hours if needed to provide coverage for our premium support customers, ensuring continuous support and service availability.

Customer Success:

• Be responsible for Customer Success activities such as service review meetings and customer system health checks.
• Build and maintain strong customer relationships to act as a trusted advisor, providing technical guidance on Outpost24 products and best practices.

Who are you?

Requirements:

• Excellent communication skills are required to interact effectively with global customers and internal teams.
• Ability to explain technical concepts clearly to customers with varying levels of technical expertise, adjusting the messaging to suit the audience.
• Proficiency in Active Directory.

Preferred Qualifications:

• Previous experience working in technical support, customer success, or a similar role within a global IT company is desirable.
• Prior experience in the cybersecurity or IT security industry is a strong plus.
• Working proficiency in additional languages (written and/or spoken) is a strong plus, especially Spanish.

Personal Attributes:

• Passionate about helping our customers get the best possible experience with our products and services.
• A proactive approach to identifying and resolving issues, with a strong focus on customer satisfaction.
• Strong ability to communicate and collaborate effectively with both customers and internal departments.
• Ability to work independently and take initiative.

But what’s in it for you?

In return for your efforts, we can offer you:

• A flat organizational structure with plenty of autonomy; you're not just a number here.
• The chance to be part of a fast-growing, dynamic European cybersecurity company.
• A culture built on trust, respect, adaptability, and commitment, with a strong focus on your personal and professional growth.
• A healthy work-life balance, offering flexible work hours and the option for hybrid work.
• A competitive compensation package, local benefits, and access to our lovely Philadelphia office.
• The opportunity to collaborate with a fun, diverse, and global team, with room to grow your career in an international, rapidly expanding company.

And so much more!

Ready to Join Us?

If this sounds like you, apply today, and we’ll get back to you in a few days!

Don’t meet all the criteria? Studies show that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Outpost24, we’re committed to building a diverse and inclusive workplace where attitude, values, and a willingness to learn matter most. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway!