Support Specialist

Support Specialist

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform.

TL;DR: We are a bunch of geeks who help protect our clients' data (and people in their network) by locating cyber risks.

As a Support Specialist at Flare, you are the frontline of customer support, responsible for handling general inquiries, troubleshooting common issues, and ensuring a smooth customer experience.

Your purpose and impact:

Your mission, should you choose to accept it, is to prevent and resolve technical escalations while continuing to educate customers.

• Serve as the first point of contact for customer support requests via email, chat, or phone.
• Diagnose and resolve basic to moderately complex technical issues using knowledge base resources.
• Escalate advanced technical issues or product bugs to Level 2 support when necessary.
• Document customer interactions, resolutions, and escalations in the ticketing system.
• Provide friendly and empathetic customer service, ensuring a positive customer experience.
• Assist customers with account-related issues such as login problems, how to questions, and setup.
• Identify common trends in customer issues and provide feedback to the support manager for process improvements.
• Guide customers toward self-service resources when appropriate to reduce ticket volume.

You’ll be a perfect fit if you posses:

• 1+ years of experience as a security analyst, in SaaS customer support or a related field
• Proficiency in cybersecurity
• Strong communication and problem-solving skills.
• Ability to learn quickly and apply technical knowledge to troubleshooting.
• Customer-focused mindset with a proactive approach to issue resolution.
• Comfortable working in a fast-paced, high-volume support environment.
• Highly organized and diligent
• French fluency, written and verbal (preferred)

Location:

• UK, remote

What it’s like to be part of Flare:

• You will find a people-first company where work-life balance is valued. You’ll receive:
  • Competitive salary
  • Bonus structure with uncapped sales commissions
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun company events; “Flamping”, curling, rock climbing and many others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.