Platform Support Specialist

Responsibilities

• Review, triage, and respond to customer and internal support tickets within the helpdesk workflow
• Act as an escalation point for both internal and external stakeholders
• Assist the Customer Support Manager in optimizing support processes and ensuring high quality
• Build and maintain cross-functional relationships to drive productivity and customer retention
• Provide excellent customer experiences through clear communication and creative problem-solving
• Contribute to product documentation for the user knowledge base

Requirements

• 2-4 years of experience in customer success or support, preferably in enterprise SaaS environments
• Bachelor's degree in Business, IT, Project Management, or a related field
• Proficiency with helpdesk or CRM tools such as Zendesk or Salesforce
• Excellent written and verbal communication skills in English
• Strong organizational and prioritization skills with the ability to manage multiple projects
• Willingness to work alternative shifts, including early morning or overnight schedules

Preferred Qualifications

• Experience with workflow tools such as JIRA, Django, or SQL
• Ability to write and execute queries against databases
• Fluency in additional languages such as Spanish, French, or German
• Experience in account management or professional product training

Benefits

• Competitive compensation
• Generous time off and best-in-class benefits
• Community-driven culture with regular employee events
• Fun, modern workspace in a respectful and nourishing environment

About the Company

ZeroFox is a rapidly growing leader in external threat intelligence and protection, providing SaaS solutions to help organizations manage and mitigate digital risks.