Tier 1 Support Specialist (Cybersecurity)

TL;DR

Tier 1 Support Specialist (Cybersecurity): Handling Tier 1 support activities including ticket triage and documentation within ServiceNow and Zendesk with an accent on issue routing and basic AWS troubleshooting. Focus on mastering the ticket lifecycle, preparing technical escalations for Tier 2, and contributing to the internal knowledge base.

Location: Remote (Must be based in the US)

Company

A high-growth cybersecurity SaaS company providing a virtual workspace platform for secure mobility.

What you will do

• Manage ticket intake, categorization, and status updates using ServiceNow and Zendesk.
• Follow runbooks and SOPs to resolve common issues and ensure accurate documentation.
• Prepare structured technical escalations for Tier 2 and engineering teams.
• Perform light AWS console navigation and service health checks for troubleshooting.
• Develop and improve support documentation, checklists, and knowledge base content.
• Participate in team meetings and standups to improve support operations.

Requirements

• Must be a transitioning service member eligible for the DOW SkillBridge program.
• Ability to commit to a full-time training program for up to 180 days.
• Must be based in the United States.

Culture & Benefits

• Assigned dedicated mentor within the Support team for guidance.
• Regular 1:1 progress reviews and ongoing feedback sessions.
• Hands-on exposure to enterprise-grade tools like Splunk, Jira, and AWS.
• Opportunity to evaluate suitability for future full-time employment.
• Inclusive workplace environment committed to diversity and reasonable accommodations.