Location: Australia (Remote)
Reports to: Senior Manager, Product Support
Job Overview
A globally distributed cybersecurity company is seeking a Product Support Specialist to join its customer support team in Australia. This is a customer-facing technical support role focused on delivering fast, high-quality assistance to partners using a managed security platform.
The position is ideal for someone passionate about customer service, technical troubleshooting, and continuous learning, who enjoys working collaboratively in a fully remote environment.
About the Company
Founded in 2015 by former government cyber operators, this cybersecurity company delivers enterprise-grade, fully managed security solutions at an accessible SaaS price point. Its platform combines proprietary technology with an in-house security operations center to protect millions of endpoints and identities worldwide.
The organization operates as a fully remote, global team and is known for its strong support culture, rapid response times, and consistently high customer satisfaction ratings.
Role Responsibilities
Customer & Partner Support
- Serve as the first point of contact for partners via email and chat
- Provide clear, accurate, and friendly technical support solutions
- Guide partners through product troubleshooting and resolution steps
- Ensure partners feel supported and informed throughout the support process
Technical Troubleshooting & Escalation
- Diagnose and resolve common product and system issues
- Identify complex problems and escalate them to appropriate internal teams
- Follow up to confirm resolution and partner satisfaction
Continuous Improvement
- Suggest improvements to product documentation and support resources
- Expand knowledge of internal tools, products, and partner environments
- Share feedback and insights to help improve support processes
Required Skills & Experience
- Ability to adapt quickly in a fast-paced, evolving environment
- Strong communication and collaboration skills
- Logical, analytical approach to troubleshooting and problem-solving
Technical Knowledge:
- Microsoft Windows operating systems, including services, registry, and system troubleshooting
- macOS operating systems, including file systems and basic terminal usage
- Familiarity with antivirus or endpoint security software configuration and troubleshooting
- Experience with system configuration and management tools (e.g., GPOs, RMMs, PSAs) is beneficial
- Scripting experience is a plus
Compensation & Benefits
- Fully remote role based in Australia
- Home office setup reimbursement for new starters
- Monthly allowances for internet, phone, and home office equipment
- Subsidised private health insurance
- 12 weeks of paid parental leave for all carers
- Stock options for full-time employees
- Annual company events, including at least one trip to the United States
- Access to coaching and professional development platforms
Diversity, Equity & Hiring Process
The employer is committed to fostering an inclusive workplace and encourages applications from individuals of all backgrounds, including Aboriginal and Torres Strait Islander peoples.
AI-assisted tools may be used to support the initial application review process. Final hiring decisions are made by human recruiters in line with applicable privacy and employment regulations.