Hi. We’re looking for an awesome Customer Support Specialist to join our growing team. If you’ve ever wanted to work for an interesting security startup with great people this is your chance.
We strongly believe in ‘Hire for attitude, train for skills.’This has worked out really well for us several times. This is an externally facing role so we need to make sure you work well with customers as well as our team here.
We’re a little different than your average startup so we put together this FAQ.
Q: Ok who are you guys?
A:ThreatSim is comprised of some really smart security hackers who were tired of working for large companies. There are people here from Mitre, HP, Fortify, RSA, Verizon Business, Cybertrust, and others. We wanted to do the small company thing and it’s worked well for us.
Q: What would I be working on? A:You’ll be helping our managed services customers configure, launch, and execute their simulated phishing assessments, writing knowledge base articles, and working tickets. ThreatSim, our SaaS service, lets our customers send simulated phishing campaigns against themselves. When the user clicks on the simulated phishing link they are immediately shown training. It’s an unconventional approach to changing user behavior and it works.
Essentially we get to think like bad guys and help our customers improve their security. It’s an interesting space to say the least. If you ever wanted to learn more about security and cutting-edge attacks, this is the place. We simulate evil AND give our customers data that they can use to protect their organization. Your primary focus will be helping our enterprise customers get up and running and help them sorting out any issues they encounter along the way.
Also, we will sometimes send cakes to customers out of the blue. Why? Because cake in the break room is awesome and our customers deserve it. So you need to be able to order a surprise cake from time to time.
Q: Where is this position located? A:This is a remote position that is open to US residents only located within the US.We understand that not every everyone wants to move to SF, NYC, or DC so we let you work wherever you are productive.
Q: What will my day to day be like? A:You grab your coffee and commute to your home office (or coffee shop, whatever) in about 30 seconds. There, in the comfort of home, you work your tickets to ensure that ThreatSim customers get the help they need. You keep in touch with the team using HipChat, Skype, https://www.join.me, Google Hangout, and even an ol’ IP phone. Using your company provided Macbook you use ZenDesk, Splunk, and a host of other tools and watch as your friends complain about traffic on Facebook. When you are done for the day you commute home in about 30 seconds.
Q: Who will I be working with? A:The Director of Customer Support, the Customer Support Manager, the CTO, developers, devops, sales, and customers. We’re a 15 person company so needless to say you’ll know everyone on a first name basis.
Q: What hours do you work? A:We generally work “normal” office hours (9am – 5pm EST). As our customer base grows beyond the US we will need more coverage beyond “normal” office hours so hours may change. Most of us are on the east coast (DC area) but as long as you are a US citizen, we’re good. We’re a startup, so sometimes there are long hours. But we all have families (some with kids even) so we aim for a good work-life balance.
Q: What technology to you use? A:ThreatSim is built entirely within Amazon Web Services. So you will get exposure to some cool cloud technology. Day to day your primary tools will be: ZenDesk, Google Apps, Splunk, SalesForce, Pardot, and some other cool internal tools.
Q: How often do we get together in person?
A:For people local to DC we try to get together for lunch every few weeks. For those that are remote we have a few events every year (company picnic, go-kart racing, paintball, holiday party, etc.) Some of the folks here brew beer so I suspect that they hang out more often.
Q: What benefits do you offer? A:The salary is competitive and depends on your experience. We offer the following:
Medical, dental, and vision insurance
SIMPLE IRA with company match
3 weeks PTO for new employees, 4 weeks for employees with us longer than a year.
8 federal holidays
Choose your own laptop
Cake
