At SimSpace, we’re developing a visionary yet practical platform that measures how our customers’ security systems respond under actual, sustained attack. The SimSpace platform provides Cyber Security Ranges and associated tools to perform training, testing, assessments, and exercises. We've built a brilliant, highly motivated and fun team to support our product and growing customer base. We are rapidly expanding and now is an exciting time to get involved!

We are looking for a Platform Support Specialist to be the primary owner of our help desk, where we receive support requests from our customers. This person will be responsible for the intake, triage and resolution of all technical support tickets. The Platform Support Specialist will also contribute to the development of training content for our customers.

Hours & Location

As we expand to global support hours, we are looking for someone to eventually work a Monday-Friday, 4am-12pm ET shift to cover the European time zone. That being said, this person may start with standard ET hours for training purposes and shift to the earlier time zone once fully onboarded.

Ideally, this position will be based in Boston or on the East Coast in order to collaborate with coworkers at our Boston HQ as needed. That being said, we are open to remote candidates from other regions if it helps us find the perfect match for this role.

Responsibilities

• Handle front line technical support (Tier 1) by responding to customer support tickets as soon as they enter the help desk queue. This includes answering how-to questions, troubleshooting issues, and escalating requests to a range operations team member (Tier 2) or our engineering team (Tier 3) as needed.
• Manage and monitor the help desk to ensure we’re meeting our Service Level Agreements (SLAs) for our customers. Respond to and resolve tickets quickly and efficiently. Whether it’s a Tier 1 request you handle or a Tier 3 request you escalate, you’ll own the ticket and see it through to resolution.
• Collaborate closely with our Customer Success, Range Operations, Content Development, Product and Engineering teams. 
• Run training or troubleshooting calls/screenshares for customers as needed if a ticket escalates beyond email.
• Develop customer-facing training content. This includes videos and help documentation for how to use the platform. 
• Serve as a product expert. You’ll be keeping up with new features and current issues while providing quality feedback to our product and engineering teams regarding customer requests, issues and trends.
   

You are:

• A solution-oriented problem solver who’s interested in troubleshooting to improve the customer experience
• A positive, energetic and empathetic communicator
• A tech savvy, self-sufficient, resourceful learner
• A self-managed self-starter who is confident and accountable for your work
• A capable task-juggler with strong attention to detail
• Eager to be in a challenging environment in a fast-growing tech company
   

Qualifications

• Bachelor’s Degree or comparable experience
• 2+ years of experience in a technical support or customer service role, ideally in SaaS or enterprise software
   

Great to have

• Experience with support workflows and helpdesk products (Jira, Freshdesk, Salesforce)
• Experience with help content creation - written and/or video 
• Background in Systems Administration and/or Computer Networking