Customer Support Specialist

Cyberbit is the world’s leading cybersecurity training and simulation platform, used by enterprise SOC teams, governments, militaries, and universities to prepare for real-world cyberattacks. Cyberbit replicates enterprise networks and deploys realistic, live attack simulations—allowing defenders to investigate, detect, and respond using commercial‑grade security tools such as SIEM, EDR, and firewalls. We’re looking for a Customer Support Specialist who combines strong technical troubleshooting skills with a solid understanding of cybersecurity fundamentals. You’ll investigate platform and content‑related issues, think logically through attack‑and‑defense workflows, and use research and analytical reasoning to identify solutions. This is not a traditional help‑desk role—it’s a challenging, hands‑on technical position that requires critical thinking, adaptability, and the ability to work efficiently with minimal supervision. You’ll be supporting real cyber range environments used by SOC teams to train for their toughest days. Responsibilities Troubleshoot Tier 1 issues related to: Platform Access User Interface (UI) Content Behavior Verify customer‑reported issues by reproducing the behavior, reviewing platform logs, and using research or internal documentation to identify whether the issue is environmental, user‑related, or a platform/content issue. Communicate professionally with customers and internal teams (CSM, CloudOps, Content, and Engineering). Maintain awareness of SLAs, ensuring all tickets and escalations are handled and updated within required timeframes. Document troubleshooting steps, resolutions, and environment details to support internal knowledge sharing and consistency. Collaborate closely with the Support Team Lead to maintain and improve support workflows, SLAs, and documentation standards. Requirements 2+ years of experience in technical support, cybersecurity operations, or IT troubleshooting for globally deployed SaaS or platform products. Strong understanding of cybersecurity fundamentals, including: Common attack techniques and defensive tools (SIEM, EDR, firewall) Basic incident response and investigation logic Network fundamentals such as IP addressing, routing, ports, and access control Confident troubleshooting in Windows and Linux environments. Strong analytical and problem‑solving mindset with the ability to learn new concepts quickly and apply them in live troubleshooting scenarios. Able to work efficiently with minimal supervision, demonstrating initiative, accountability, and attention to detail. Excellent written and verbal communication skills (English), with the ability to communicate clearly and professionally with both technical and non‑technical audiences. Comfortable working in a fast‑paced, SLA‑driven environment, managing multiple tickets and priorities simultaneously. Nice to Have Experience with SOC or security operations tools (e.g., Splunk, Sentinel, Defender, CrowdStrike, Palo Alto). Familiarity with cloud environments such as AWS or Azure.Certifications such as CompTIA Network+, Security+, or equivalent knowledge. Experience supporting training platforms, cyber labs, or virtual environments. CTF participation (professional or personal) demonstrating hands‑on cybersecurity problem‑solving skills. You will love working with us At Cyberbit, you’ll play a key role in supporting real‑world cyber‑attack simulations that help global SOC teams strengthen their detection and response skills. This role offers the opportunity to deepen your technical and analytical expertise, gain hands‑on experience with industry‑standard security tools, and work alongside a global team of professionals dedicated to advancing cybersecurity readiness. You’ll be part of a collaborative, fast‑paced environment where your contributions directly impact our customers’ ability to train and perform under real‑world pressure. Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service Industries Computer and Network Security #J-18808-Ljbffr