Cyware

• Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers • Sync with the product engineering teams for timely resolution of customer issues. • Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization. • Own the customer success relation and build rapport with individual customers for long lasting relations. • Be the first point of escalation of long due service tickets. • Periodic engagements with customers for product and support reviews. • Measure and maintain the SLA for support tickets. • Liaise with customers in a timely manner for service satisfaction feedback. • Open and manage trouble tickets from Team bucket. Escalate issues to the next level technician that cannot be resolved using current knowledge. • Train with the team members to learn current and new product platforms. • Communicate with the customers and provide reassurance that the issue is being properly addressed. • Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed. • Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously. • Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times.

• Teaches one or more technical classes • Regularly participates in cross-functional projects • Owns and maintains training function within the Customer Success department • Manages multiple projects/tasks with minimal supervision • Serves as the technical point of contact for Customer Success Managers • Escalates technical issues and questions to the engineering and development teams • Communicates effectively, both verbally and written, with management, team members, and other departments • Balances long and short-term goals by prioritizing activities • Actively creates and participates in curriculum planning sessions for new product training • Recommends and implements solutions when project issues arise • Build strong customer relationships, especially with key customer stakeholders and sponsors • Always strive to provide exceptional customer experience • Manage customer expectation and lead them to customer satisfaction • Make sure all deliverables arrive in good order, on time, and fulfill customers’ requirements • Keep track of key account metrics • Communicate the progress to both internal and external stakeholders • Take initiatives in identifying growth opportunities • Collaborate with our team to achieve sustainable growth

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Your next opportunity starts here! - Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers - Sync with the product engineering teams for timely resolution of customer issues - Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization - Own the customer success relation and build rapport with individual customers for long lasting relations - Be the first point of escalation of long due service tickets - Periodic engagements with customers for product and support reviews - Measure and maintain the SLA for support tickets - Liaise with customers in a timely manner for service satisfaction feedback - Open and manage trouble tickets from Team bucket; escalate issues to the next level technician that cannot be resolved using current knowledge - Train with the team members to learn current and new product platforms - Communicate with the customers and provide reassurance that the issue is being properly addressed - Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed - Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously - Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times Qualifications - US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C) - Flexibility to work 2nd shift (2pm - 10pm EST) - Minimum of 2-3 years of experience with Zendesk or similar ticketing system - Minimum 2-3 years of relevant experience in technical support - Software-as-a-Service (SaaS) support experience is required - Cybersecurity experience is required - Hands-on experience on Linux systems and administration - Experience with log analysis for troubleshooting and problem identification - Understanding of IT product architecture would be preferred - Network and System administration experience would be an advantage - Exceptional listener and communicator; Strong verbal and written communications skills - Ability to work in a fast-paced environment and multi-task on work assignments - Strong organizational skills - Able to work independently and in a team environment - Excellent research and documentation skills - Ability and interest to learn proprietary systems Benefits - We foster an exciting and challenging start-up culture - We’re not just employees. We’re people - We offer a comprehensive benefits package including time off, paid holidays, retirement plans, insurance coverage and much more - We’ll invest in your career - Our company is growing quickly and we will give you the opportunity to do the same. You will have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs - We offer competitive compensation packages - We deeply value the talent our team brings to the table and believe that fair and equitable total compensation packages are part of our commitment to everyone who works here - We value diversity of people, culture, and ideas How to Apply Apply right here. You've found the application! EEO Statement Cyware is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

• Own and execute all multi-channel outbound campaigns (email, paid, content syndication, webinars, etc.) to drive qualified leads and pipeline • Write, edit, and optimize campaign messaging aligned to Cyware’s ICPs and product value props. Leverage AI tool and automation capabilities to create reusable campaign messaging • Use tools like HubSpot, Salesforce, 6sense, and popular AI-based platforms (examples may include Jasper, copy.ai, adcreative.ai, albert.ai, etc.) to design, execute, and automate campaigns • Collaborate closely with Product Marketing, BDRs, Channel, and Content teams to align messaging and timing • Must be a self starter with excellent organization skills to manage multiple priorities and keep the executive team informed and the operational teams active in achieving the campaign goals • Track and manage leads across all inbound and outbound sources — webinars, events, paid, direct — and help unify lead journeys • A/B test subject lines, creative, and audience segments for performance optimization • Analyze and report on campaign performance (MQLs, SQLs, pipeline influenced/sourced), and iterate quickly • Partner with BDRs on follow-up strategies and outbound cadences aligned to campaign content. Must be proficient to train BDRs to adapt AI solutions to generate qualitative data, and ideas for a faster BDR outcome • Maintain and grow our marketing contact database, including enrichment, segmentation, and compliance • Execute campaign strategies developed in collaboration with the Head of Growth / Demand Gen, ensuring flawless and timely rollout across outbound, paid, and lifecycle channels • Translate strategic goals into actionable campaign briefs, timelines, and deliverables, working with content, design, and ops to bring programs to life • Nurture the corporate Vision and the campaign theme until a desired outcome is achieved.