What are the responsibilities and job description for the Product Support Specialist position at Black Kite?
About Black Kite
Black Kite is the global leader in third-party cyber risk intelligence, trusted by more than 3,000 organizations worldwide. We give security and business leaders a continuous, outside-in view of their entire vendor ecosystem — translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence.
We go beyond open standards-based cyber ratings. Black Kite helps organizations make smarter risk decisions, strengthen business resilience, and scale their third-party cyber risk management programs in an increasingly complex digital environment. Our work has earned consistent recognition from customers and industry analysts alike.
WHY BLACK KITE
We're a fast-moving, high-impact team solving one of the most critical challenges in cybersecurity today. If you're looking to do meaningful work alongside sharp, collaborative people — and grow your career in a space that matters — you're in the right place.
About The Role
The Product Support Specialist is the front line of the Black Kite experience — the first voice, first reply, and first impression for a large share of our user base. You'll become a true product expert, troubleshooting real problems for real customers and turning every interaction into a reason to trust the Black Kite platform even more. This is a hands-on seat on a growing team, with direct exposure to how a market-leading TPCRM platform actually runs day to day — and real room to grow your career in cybersecurity.
What You Will Do
The Pay Range For This Role Is
60,000 - 75,000 USD per year(Remote)
Black Kite is the global leader in third-party cyber risk intelligence, trusted by more than 3,000 organizations worldwide. We give security and business leaders a continuous, outside-in view of their entire vendor ecosystem — translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence.
We go beyond open standards-based cyber ratings. Black Kite helps organizations make smarter risk decisions, strengthen business resilience, and scale their third-party cyber risk management programs in an increasingly complex digital environment. Our work has earned consistent recognition from customers and industry analysts alike.
WHY BLACK KITE
We're a fast-moving, high-impact team solving one of the most critical challenges in cybersecurity today. If you're looking to do meaningful work alongside sharp, collaborative people — and grow your career in a space that matters — you're in the right place.
About The Role
The Product Support Specialist is the front line of the Black Kite experience — the first voice, first reply, and first impression for a large share of our user base. You'll become a true product expert, troubleshooting real problems for real customers and turning every interaction into a reason to trust the Black Kite platform even more. This is a hands-on seat on a growing team, with direct exposure to how a market-leading TPCRM platform actually runs day to day — and real room to grow your career in cybersecurity.
What You Will Do
- Partner directly with the Product Support Specialist II and Manager, owning assigned tasks from start to finish
- Deliver fast, high-quality, personalized support to customers via Zendesk and email
- Drive high satisfaction scores through quick, thorough replies and resolutions
- Build deep, hands-on expertise across the Black Kite platform
- Route customers to the right internal team quickly and accurately
- Spot friction points and flag product improvements that make the platform easier to use
- Maintain and update reporting systems to track trends and performance
- Help manage and refresh content in Black Kite's Product Help portal
- 1–3 years supporting a SaaS product
- 1–3 years in customer service
- Comfortable working independently and as part of a team
- A working understanding of core security concepts
- Genuine curiosity about cybersecurity
- Sharp troubleshooting instincts and the ability to explain issues clearly to clients
- Meticulous attention to detail and discipline in documenting changes
- Strong collaboration skills
- Excellent organizational skills
- Excellent written and verbal communication
The Pay Range For This Role Is
60,000 - 75,000 USD per year(Remote)
Salary : $60,000 - $75,000