Support Associate

Your role is to ensure customers are seeing enormous value from our suite of cyber solutions and help serve as a trusted “voice of the customer” back to the Product and Engineering teams. We’re looking for creative problem solvers excited to make an impact and translate user feedback into feature requests and bug fixes.

This is an individual contributor role that reports to the Head of Customer Success.

You should be excited about the idea of stepping into a role where the “perfect” template doesn’t exist and eager to own outcomes in a fast-paced environment with plenty of ambiguity. We’re looking for someone with a growth mindset, a bias towards action, and above all else a problem solver. Culturally, people with low egos, high EQs, intellectual curiosity, and a bit of a tinkerer side tend to feel among their tribe at Paladin.

Responsibilities

• Solve customer problems by responding to incoming customer questions (support tickets, phone calls, etc.) in a timely, helpful, and professional manner
• Research issues by testing user flows and clearly document evidence
• Assist in identifying issues that negatively impact end user experiences, take corrective action, and work closely with partner teams (Product and Engineering) to resolve
• Lead demos and onboard companies to Paladin Shield, delivering predictable experiences and strong customer adoption
• Lead security consultations with companies that have questions about cybersecurity and their specific security stack
• Serve as the trusted partner for end users on product functionality and cybersecurity best practices generally.
• Develop process documentation for existing and best practices for common responses to customer questions and newly implemented processes. Maintain a list of FAQs.
• Partner with Product Management, Engineering, and the rest of the Success team to share customer use cases and pain points. Collect customer feedback and synthesize for the team internally on new products and features.
• Display empathy for customer needs and keep stakeholders (internal/external) informed.

Minimum qualifications

• Able to work in BST (GMT, GMT+1/BST)
• 2+ years in a support/service environment focused on SaaS or software
• Strong problem solving skills and ability to logically break down ambiguous issues
• You enjoy building relationships with customers and solving their problems. For you, positive customer feedback makes you smile and brightens your day.
• You lead with patience and kindness, especially when handling tough cases.
• Strong ability to prioritize and “get sh*t done”. You possess a strong sense of urgency in driving projects to completion. Can speak to past experiences of getting projects across the finish line repeatedly and on-time.
• Strong written and verbal communication skills along with the ability to explain technical topics to non-technical audiences.
• You’re naturally curious, love learning new things, and are proactive in sharing knowledge with others.
• High tolerance for ambiguity. You should be excited that your priorities will change over time, in large part based on what you see as the highest-impact end user issues that need to be resolved.
• Low ego. You know when something is over your head and aren’t afraid to ask for help.

Bonus qualifications

• Cybersecurity knowledge or experience
• Experience with our customer support stack is helpful but not required (ZenDesk, Asana, Jira, Confluence, Slack)
• We’d love to hear about how you owned technical customer issues from initial report to resolution
• 1-2 years experience at a high-growth and/or early-stage software company is strongly preferred

Paladin provides a number of benefits to help you bring your best self to work:

• Competitive compensation
• Generous Equity packages
• Health, dental, and vision insurance (W2 employees)
• Flexible work schedule and location
• PTO, Parental leave, and unlimited sick time
• 401(k) plan (W2 employees)
• Technology allowance - tell us what tools and tech you need to get your job done, and it’s yours.

Where is this role located?‍

Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable. You might be required to be available during times when most team members can collaborate (9:00am to 2:00pm U.S. Pacific Time).