{"id":3978465,"url":"https://alion.io/job/synack-customer-support-specialist","title":"Customer Support Specialist","company":{"id":38833,"name":"Synack","domain":"synack.net","url":"https://alion.io/company/synack","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":130,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":25,"max":27,"currency":"USD","period":"hour","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"CVE","optional":false},{"name":"CVSS","optional":false},{"name":"Jira","optional":false},{"name":"Red Teaming","optional":false},{"name":"Salesforce","optional":false},{"name":"SQL","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-09T17:21:19Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T18:55:19Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"NetSPI+Synack is a leader in offensive security, combining elite human expertise with agentic AI to help organizations identify, validate, prioritize, and remediate exploitable risk across their entire attack surface. Its platform delivers expert-validated testing in depth, continuously, or on demand, from pre-production code to live production environments, so security teams can separate vulnerability noise from real risk, including the growing threat of AI-driven attacks. With global reach and more than 13 million hours of real-world offensive testing experience, NetSPI+Synack serves many of the world's largest enterprises and government organizations with one ambition: nothing left to exploit.\nWe are looking for individuals with a collaborative, innovative, and customer-first mindset to join our team. Learn more about our award-winning workplace culture and get to know our A-Team at www.netspi.com/careers and www.synack.com/careers.\nAs a Customer Support Specialist, you will work in a fast paced environment providing front-line support of client assessments. You will pay close attention to detail in troubleshooting client issues, aligning configurations according to specifications, escalating issues, and ultimately ensuring customer success. This role is fully remote, operating within the Mountain or Pacific Time Zone. Due to Government contract requirements, all candidates for this role must be US citizens.\nSounds interesting? Keep reading...\nHere’s what you'll do\nSupport execution of client assessment deliverables such as reporting, configurations, scheduling, and related details \nTroubleshoot issues reported by clients, internal teams, and Synack Red Team members (SRT)\nMonitor support queues and ensure timely resolution to inquiries and issues\nMonitor service level objectives across a vast client portfolio and make timely decisions to influence successful assessment\nEscalate issues and partner with technical teams for resolution\nProvide coverage for holidays/ public holidays/ bank holidays on a rotating basis\nRequired to cover one weekend day every week. (Schedule will be Tuesday - Saturday or Sunday - Thursday) \nHere’s what you’ll need\n1-2 years’ experience in a customer support function ideal; we are looking for someone who is excited to grow in a support role\nStrong troubleshooting and problem-solving skills\nA proactive mindset and readiness to take the initiative on tasks \nCommunication and organizational skills to keep client deliverables on track\nCollaboration skills to work across technical teams, relationship managers, and related teams in driving customer success\nStrong attention to detail and the ability to move fast and multitask in a collaborative operations environment\nPrior use of customer support and issue management systems/tools such as Zendesk, Jira, and/or Salesforce a plus \nKnowledge of Vulnerability management (CVE, CISA, CVSS) a plus\nFamiliarity with common networking protocols and configuration, cloud hosted configurations, and scripting and SQL queries are a plus\nCandidates must be US Citizens\nSynack is committed to embracing diversity. Our people are our strength. Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. Synack strives to be inclusive of all people. \nAs a candidate, Synack cares about your privacy. Please view our candidate privacy policy.\nThis position has responsibility to ensure Synack’s security and privacy posture is maintained.\n$25-$27/hr Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits.\nFor more details about our benefits, please see our benefits overview. 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