Customer and Product Support Specialist

About the Role

Join the front lines of Circadence as part of our Customer Support and Product Support team! We are looking for a detail-oriented and resourceful Customer and Product Support Specialist to provide top-tier support to our customers while also performing UI and content testing to ensure a high-quality user experience.

In this position, you will troubleshoot customer issues, identify and report product bugs, and help improve our product and processes through effective problem-solving. You must be comfortable working autonomously, making informed decisions, and delivering structured reports to ensure seamless handoffs between shifts.

You will be working primarily with Project Ares, our hands-on cybersecurity workforce training and assessment platform. Project Ares combines structured learning, RPG-style progression, and live Azure-hosted cyber ranges where trainees practice in real virtual machines and network environments through the browser. The platform supports enterprise, defense, and government customers that need measurable evidence of effective cybersecurity skill development.

Company Mission

At Circadence, we are committed to fostering a safer digital world through innovative cybersecurity training. We believe hands-on learning is key to impactful education curriculum and professional training programs. Learning-by-doing upskills cyber students and practitioners, empowering them to apply their knowledge to keep organizations safer amidst evolving digital dynamics and cyber threats. Our immersive labs and gamified learning experiences help academic institutions, enterprises, and governments develop skilled cybersecurity professionals.

Why You’ll Love This Role:

You’ll thrive in this role if you enjoy helping people, identifying and solving problems, testing and troubleshooting digital products, and working independently in a remote environment. If you are proactive, highly detail-oriented, and eager to contribute to an evolving customer experience, we’d love to hear from you! Additionally, this role provides access to cybersecurity training and is a great opportunity for those interested in expanding their knowledge in the field.

Required Qualifications

• 4+ years of experience in IT or customer support, with an understanding of the customer support ticket lifecycle/software development lifecycle
• Strong troubleshooting skills with the ability to identify, analyze, and resolve customer and product issues.
• Excellent communication and collaboration skills.
• Experience working in a dynamic environment with flexibility to adapt to changing priorities.
• Remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote setting.
• Can independently troubleshoot, utilize a knowledge base, and further investigate to fix a problem.
• Strong organizational skills and attention to detail, with an ability to professionally structure information, reports, and documentation in a visually clear and polished manner.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel)

Preferred Qualifications

• Background in cyber security
• Degree in Computer Science or related field
• Familiarity with:
• HTML / CSS
• Linux and Windows OS
• Power BI/Power Automate
• Salesforce administration skills
• UI/UX quality testing skills (e.g. a keen eye for identifying bugs and usability issues)
• A desire to improve processes and services
• Experience managing a customer knowledge base
• Technical background with SaaS products and services

What You Will do Here

• Work 100% remotely, covering a standard shift of 7:00 AM – 4:00 PM ET.
• Participation in a rotating shift for weekends (on-call only) and flexibility as needed.
• Provide technical support and issue resolution for customers via email, chat, and phone.
• Develop expertise in Project Ares, including features, scenarios, best practices, and common issues.
• Conduct UI/content testing and bug identification for existing platforms.
• Maintain accurate documentation of test findings in Azure DevOps/GitHub and customer interactions in Salesforce.
• Collaborate with team members and engineering to assess customer needs and drive resolution.
• Build strong customer relationships through proactive communication and support.
• Provide structured end-of-day status updates and ensure smooth handoffs between shifts.
• Report and track product bugs and incidents.
• Advocate for customer needs, providing feedback to improve the product and support processes.
• Other duties/special projects as assigned.

Why Circadence?

• A highly skilled and collaborative team working on an impactful product.
• A remote-first work environment with flexible work arrangements.
• Opportunities to contribute meaningfully to customer success and product improvement.
• A culture of continuous learning and professional growth.
• Competitive salary and benefits package, including health insurance, 401(k) matching, flex time off, and more.

Circadence Corporation is proud to be an equal opportunity employer.

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