# Technical Success Specialist

**Company:** [BlackCloak](https://hotfix.jobs/companies/blackcloak)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $55k – $70k/yr
**Experience:** 2+ years
**Skills:** technical support, Customer Success, it help desk, Cybersecurity, privacy, Windows, macOS, iOS, Android, comptia a+, comptia network+, communication skills
**Posted:** 2026-03-06

> Technical Success Specialist providing initial client support, device enrollment, ticket management, and guidance on privacy/identity theft for BlackCloak's cybersecurity platform. Requires ~2 years technical/customer support experience, knowledge of major OS platforms, and strong communication skills. Entry-level role with growth into cybersecurity or client success.

## Job Description

## What You Will Do
- Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues.
- Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLAs.
- On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices.
- Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs.
- Enroll clients’ mobile and computer devices onto the BlackCloak platform.
- Manage and record all client interactions within the designated Support platform (or BlackCloak's set of Client Success tools).
- Maintain working knowledge of BlackCloak’s solutions, platform features, best practices, and contribute to client communications and education initiatives.
- Actively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client success.
- Support external and internal customer-facing initiatives and events.

This role includes regularly working Saturdays and Sundays, as well as participating in on-call shifts for client support, including nights and holidays, or as needed.

## What You Need to be Successful
- Approximately 2 years of experience in a technical support, customer success, or IT help desk role (or a combination of these).
- Experience in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable.
- Experience working directly with executive-level clients is preferred.
- Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android.
- Industry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plus.
- Privacy certification (like CIPP) or related identity theft experience (like CIPA), is a plus.
- Exceptional verbal and written communication skills are mandatory, with the ability to interface effectively with clients and resolve issues via phone and/or email.
- Highly developed customer service soft skills, including empathy and relationship-building abilities.
- Ability to operate independently in a remote environment with a high degree of autonomy, as well as the ability to work under pressure, organize, and prioritize multiple tasks and responsibilities simultaneously.
- Attention to detail and accuracy is a must.
- Willingness to travel for company or client events in limited circumstances.

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**Apply:** https://hotfix.jobs/jobs/70406a40-39c0-4de7-819d-6e7d59768b6f
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