# Technical Success Specialist

**Company:** [BlackCloak](https://hotfix.jobs/companies/blackcloak)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $55k – $70k/yr
**Experience:** 0+ years
**Skills:** it help desk, technical support, Customer Success, Cybersecurity, privacy, Windows, macOS, iOS, Android, comptia a+, comptia network+, cipp, ticket management, identity theft
**Posted:** 2026-08-04

> Provides client-facing technical support, onboarding, device enrollment, and privacy guidance for the BlackCloak platform. The entry-level role requires about two years of technical support or customer success experience, strong communication skills, and knowledge of major operating systems.

## Job Description

## Responsibilities
- Serve as the initial point of contact to answer, respond to, and resolve client questions, needs, and technical issues.
- Manage tickets and ticket queues, ensuring client issues are addressed and resolved within established SLAs.
- Advise clients on privacy and identity theft matters, demonstrating knowledge of best practices.
- Coordinate with Account Success and Cybersecurity teams to resolve complex client inquiries and needs.
- Enroll clients’ mobile and computer devices onto the BlackCloak platform.
- Record all client interactions in the designated support or client success platform.
- Maintain working knowledge of BlackCloak solutions, platform features, and best practices.
- Contribute to client communications and education initiatives.
- Participate in knowledge-transfer sessions, product training, and strategic initiatives.
- Support external and internal customer-facing initiatives and events.
- Regularly work Saturdays and Sundays and participate in on-call shifts, including nights and holidays as needed.

## Requirements
- Approximately 2 years of experience in technical support, customer success, IT help desk, or a combination of these.
- Working knowledge of Windows, macOS, iOS, and Android.
- Exceptional verbal and written communication skills, with the ability to resolve issues by phone or email.
- Strong customer service skills, including empathy and relationship building.
- Ability to work independently in a remote environment with autonomy.
- Ability to work under pressure and organize and prioritize multiple responsibilities.
- Strong attention to detail and accuracy.
- Willingness to travel for company or client events in limited circumstances.

## Nice-to-Haves
- Experience with cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance.
- Experience working directly with executive-level clients.
- CompTIA ITF+, CompTIA A+, or CompTIA Network+ certification.
- Privacy certification such as CIPP or identity theft experience such as CIPA.

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