• Deliver high-quality customer support via email, chat, and/or phone channels • Provide clear, step-by-step guidance to customers using mechanical or DIY products • Troubleshoot product issues and identify solutions efficiently and accurately • Assist customers with assembly, repair, and maintenance inquiries • Document customer interactions and escalate complex cases when needed • Collaborate with internal teams to improve processes and customer experience • Maintain a positive, empathetic, and professional attitude in all interactions

• Deliver high-quality customer support via email, chat, and/or phone channels • Provide clear, step-by-step guidance to customers • Troubleshoot product issues and identify solutions • Assist customers with assembly, repair, and maintenance inquiries • Document customer interactions and escalate complex cases when needed

• Provide customer service via email (90%) and phone (10%) to customers and internal sales teams • Manage orders from quotation through delivery • Respond to customer inquiries in a timely and professional manner • Prepare and provide price quotations • Process customer orders and issue order acknowledgements • Track and maintain records of quotes, returns, and backorders • Interface consistently with: Customers and their representatives, Outside Sales Team, including upper management, Manufacturing and Operations teams (U.S. and international), Finance Department, Product Management • Resolve customer issues in a timely and efficient manner • Provide proactive updates to customers regarding order status • Ensure orders are processed accurately and on time • Collaborate with procurement on out-of-stock items and late purchase orders • Assist customers with shipping, order progress, and general inquiries • Maintain and update open order reports to meet delivery expectations • Process Return Material Authorizations (RMAs) for warranty and repair services • Support product managers with pricing updates • Assist supervisor with daily operational tasks

Role Description Cyber Support Specialist is a key role in supporting cybersecurity activities required to validate and sustain compliance with the Risk Management Framework (RMF) for project infrastructure and services. This position assists with Assessment and Authorization (A&A) efforts, researches and translates risk information, and partners with client stakeholders to provide input and best-practice recommendations that inform security-related decision making. The role also supports the definition and implementation of security requirements, contributes to the design and testing of security components, and performs vulnerability and code scanning analysis to identify and report security impacts. Qualifications - Bachelor’s degree in cybersecurity, information technology, computer science, or a related field. - 3 to 5 years of relevant cybersecurity experience. - Experience supporting RMF and Assessment and Authorization processes. - Knowledge of RMF controls and their applicability to application security. - Experience supporting security requirements definition, control implementation, and testing activities. - Experience identifying, analyzing, and reporting vulnerabilities and security impacts. - Familiarity with COTS vulnerability scanning tools and static and dynamic code scanning tools. - Ability to communicate technical issues, risks, and metrics effectively to management audiences. - Working knowledge of vulnerability management and reporting processes. - Understanding of application security and development security requirements. - Familiarity with OWASP Top 10 and common web application security risks. - Ability to work effectively in a fast-paced operational environment and adapt to changing priorities. - Ability to work a rotating 12-hour shift schedule with 4 days on and 3 days off, when required. Requirements - CompTIA Security+ certification. - DoD 8140-compliant certification at the intermediate or advanced level. - Experience in cloud cyber defense. - Experience supporting application security in infrastructure and service environments. - Strong analytical, documentation, and reporting skills. - Ability to prepare concise executive-ready status updates and performance metrics. - Demonstrated adaptability and effectiveness during high-intensity operational periods. Job Specific Skills - Risk Management Framework (RMF) controls and application security - Advanced - Cyber Security Management - Advanced - Cloud Cyber Defense - Intermediate - Code scanning tools - Intermediate - Vulnerability Management and Reporting - Intermediate - OWASP Top 10 - Intermediate - Application Security and Development Security Requirements - Intermediate - Adaptability and operational resilience in rotating shift environments – Intermediate