Technical Success Specialist

Role Overview

As a Technical Success Specialist at BlackCloak, you’ll deliver immediate technical support, help clients integrate successfully, and proactively diagnose and resolve technical issues across the BlackCloak platform.

Key Responsibilities

• Support & onboarding: Provide immediate technical assistance and ensure a smooth client onboarding experience.
• Issue identification & resolution: Proactively identify and solve technical issues, including cybersecurity and privacy problems affecting clients.
• Ticket & coordination: Coordinate internal resources to handle complex client inquiries, manage tickets/ticket queues, and ensure timely resolution.
• Client relationships: Build and maintain strong client relationships through responsive, high-quality support.

Requirements

• Strong interest in cybersecurity and privacy (entry-level growth into specialized cybersecurity or client success roles).
• Background in customer/technical support with working knowledge of consumer technologies: Windows, macOS, iOS, Android.
• Customer service soft skills: empathy and relationship-building.
• Ability to work independently in a remote environment, prioritize multiple tasks, and perform under pressure.
• Exceptional verbal and written communication; resolve issues via phone/email.
• ~2 years experience in technical support, customer success, or IT help desk (or a combination).
• Willingness to travel occasionally for company/client events.
• Strong attention to detail and accuracy.

Nice to Have

• Experience with executive-level clients.
• Experience in cybersecurity, privacy, identity theft, fraud, data breach management, or risk/compliance.
• Privacy certification (e.g., CIPP) or identity theft experience (e.g., CIPA).
• IT certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+.