Customer Support Specialist (SaaS Cybersecurity)

Location: Remote in the US/LATAM; global hiring where hirify.global can legally engage talent directly or through an EOR partner. Availability required for PST hours, specifically 9am PST–7pm PST.

Salary: $35,000–$50,000 per year base salary, plus equity and benefits.

Company

hirify.global provides a cybersecurity and compliance platform that helps companies build, manage, and monitor security programs and achieve standards such as SOC 2 and ISO 27001.

What you will do

• Monitor and respond to customer questions in Slack shared channels and the support ticket queue, with a first-response target of 15 minutes.
• Resolve platform navigation, onboarding, billing, and pentest scheduling inquiries.
• Triage requests, route escalations with complete context, and send timely holding responses.
• Log and tag customer interactions accurately in Pylon.
• Identify recurring issues and contribute answers to the internal knowledge base.
• Collaborate with Security Program Managers, Customer Success, and Engineering to resolve issues efficiently.

Requirements

• 2+ years of experience in a customer-facing support or customer success role at a SaaS company.
• Exceptional written communication that is clear, concise, and warm under pressure.
• Ability to manage high volume across multiple channels simultaneously.
• Strong organizational skills and attention to detail.
• Ability to work autonomously in a fully remote environment.
• Availability for PST hours, specifically 9am PST–7pm PST, either while located in PST or by flexing working hours.

Nice to have

• Familiarity with compliance frameworks such as SOC 2 and ISO 27001, or willingness to learn quickly.
• Experience with Pylon, HubSpot, or Slack-based support workflows.
• Previous experience at an early-stage or high-growth startup.

Culture & Benefits

• Remote-first work culture with global hiring through direct employment or an EOR partner where legally available.
• High-ownership environment where the support playbook is built in real time.
• Collaborative work with Security Program Managers, Customer Success, and Engineering.
• Comprehensive health and wellness benefits.
• 20 days of paid time off per year plus 8 floating holidays.
• Team off-sites and competitive compensation with equity.