{"id":951953,"url":"https://alion.io/job/sprocket-security-technical-support-specialist","title":"Technical Support Specialist","company":{"id":684916,"name":"Sprocket Security","domain":"sprocketsecurity.com","url":"https://alion.io/company/sprocketsecurity","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madison, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":128000,"period":"year","method":"role_country_seniority_unknown","sample_n":757},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"DNS","optional":false},{"name":"HIPAA","optional":false},{"name":"NIST CSF","optional":false},{"name":"OWASP","optional":false},{"name":"PCI DSS","optional":false}],"status":"live","first_seen_at":"2026-08-06T11:17:03Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-09-25T18:13:09Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"Location: Madison, WI\nCompany Mission - Our mission is to help secure as many companies as possible, by using the best way of doing so, penetration testing. Sprocket Security prioritizes offensive security for enterprises, empowering them to build robust defense strategies based on individual business risk.\nHow - At Sprocket Security, we've built an expert-driven Continuous Penetration Testing platform that blends cutting-edge automated and manual testing methods.\nYour Mission - As Technical Support Specialist, you are the operational backbone of the customer experience. You own customer support end to end and keep the day to day of each account running smoothly so customers get value quickly and easily. You are the reliable, responsive contact customers count on, and a systems-minded teammate who helps our support operation scale. This role also comes with a rare opportunity: to stand up our modern, AI-driven support and engagement workflows from the ground up. It is a great fit for someone who loves tools and process, stays calm under volume, and takes pride in a support experience that feels effortless.\nResponsibilities:\nCustomer technical support: Own frontline customer support end to end, resolving issues quickly or routing them to the right team.\nSupport queue: Keep the support queue healthy with fast response, strong resolution, and clear escalation.\nOnboarding: Coordinate a smooth onboarding so customers get up and running quickly.\nScope accuracy: Help keep each engagement's scope accurate, coordinating with the Service Delivery team as needed.\nSupport systems and automation: Stand up and continuously improve our support and engagement workflows, including AI-driven automation, as we grow.\nOffboarding: Own a clean, reliable offboarding process from start to finish.\nRequirements:\nRequired:\n2+ years in customer / technical support, onboarding or implementation coordination, or a comparable customer operations role at a technical SaaS or security company.\nTrack record owning a support queue and hitting response and resolution targets while staying calm under volume.\nExperience standing up support and engagement tooling and excited to build AI-driven support workflows here from the ground up.\nHighly organized and systems-minded with a love of tools, automation, and process improvement.\nComfortable with core security and networking concepts or a fast learner eager to build that fluency in an offensive-security environment.\nExcellent written communication and a customer-first, problem-solving mindset.\nStrong collaborator who keeps customers and cross-team work moving forward.\nPreferred:\nExperience introducing automation or AI tools such as Claude to scale support and reduce manual work.\nFamiliarity with scoping, estimation, or order-management\nExposure to customer success or in-product engagement\nFunctional understanding of core Information/Cybersecurity concepts such as:Confidentiality, integrity, availability, and privacy.\nBasic risk management principles.\nAwareness of industry regulations and frameworks such as PCI-DSS, HIPAA, HITRUST, OWASP, Critical Security Controls, and NIST CSF.\n\nBasic Network+ level knowledge such as:DNS, domain names, host names and subdomains, IP blocks (CIDR notation), RFC 1918 address spaces, and TCP ports/services.\n\nBenefits:\nUnlimited PTO for healthy work/life balance.\nCompany contribution to 401k (immediate eligibility, no one should have to wait to start saving).\n75% company contribution for health insurance for employees and 50% for dependents.\n100% company contribution for dental and vision.\nFlexible working hours.\nSupport for your career development with paid training, conferences, certifications, etc.\nLocation - Madison, WI\nReady to Trailblaze the Cybersecurity Frontier? If you're passionate about cybersecurity and eager to make an impact in the industry, we want you on our team. Apply now at Sprocket Security and join the revolution of safeguarding businesses from cyber threats!","description_format":"text","description_chars":3992,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Flexible schedule","Health insurance","Unlimited PTO"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Penetration Testing","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-16T01:28:37Z"}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.387,"p_room":0.35,"age_days":49,"expected_fill_days":20,"reasons":["conf:1","win:tail"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/sprocket-security-technical-support-specialist","json_url":"https://alion.io/job/sprocket-security-technical-support-specialist.json","meta":{"generated_at":"2026-09-26T00:32:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":457,"day_limit":5000,"remaining_today":4543,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}