Customer Support Specialist

About ZenGRC

Founded in 2009, ZenGRC is a leading provider of governance, risk, and compliance (GRC) SaaS solutions, offering a robust product: ZenGRC. Recognized for its in-house GRC expertise, ZenGRC delivers Simply Powerful GRC solutions that guide organizations through compliance with ease and efficiency.

ZenGRC stands out by offering a single price for comprehensive access to all modules and frameworks, ensuring users benefit from a seamless and cost-effective experience. Dedicated to simplifying GRC processes, ZenGRC continues to innovate and support organizations in achieving compliance and managing risk effectively.

The Role

As a Customer Support Specialist, you'll be a critical member of our Customer Support team, serving as a subject matter expert and trusted resource for our customers. You'll troubleshoot complex technical issues, guide customers through platform configuration, and collaborate cross-functionally to ensure customer success with ZenGRC.This role requires both strong technical aptitude and excellent customer communication skills. You'll handle everything from user education to sophisticated technical troubleshooting, while also contributing to knowledge base improvements, process optimization, and strategic support initiatives.

What You'll Do:

• Respond to customer support tickets and in-application chat requests  with technical expertise, empathy, and a solutions-oriented approach
• Troubleshoot technical issues, including platform configuration, integrations, data problems, and system behavior
• Conduct screen-share sessions with customers to diagnose issues and provide hands-on guidance
• Create and manage bug tickets and feature requests, working closely with Engineering and Product teams
• Handle service requests, including CSV data uploads to customer instances and other technical configurations
• Document solutions and create knowledge base articles to improve customer self-service
• Contribute to strategic initiatives and projects (e.g. process improvements, tool implementations)
• Collaborate with Customer Success, Product, Engineering, and DevOps teams to resolve customer challenges and advocate for customer needs
• Escalate complex technical issues to DevOps or Engineering when appropriate
• Serve as a go-to resource for internal teams seeking guidance on product configuration and support processes
• Maintain detailed documentation of customer interactions and technical solutions within support systems

What You Bring:

• 3+ years of experience in customer support or customer-facing technical roles for a SaaS product
• Strong technical troubleshooting skills and ability to diagnose complex platform issues
• Experience with support and collaboration tools: Salesforce Service Console, Jira, Confluence, and Intercom (or similar platforms)
• Excellent written and verbal communication skills—able to explain technical concepts clearly to both technical and non-technical audiences
• Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and compliance workflows strongly preferred
• Demonstrated ability to manage multiple priorities and customer requests simultaneously
• Experience working with CSVs, data imports, and basic data manipulation
• Collaborative mindset with strong cross-functional communication skills
• Self-motivated with a natural curiosity for learning new technologies and processes

You'll Thrive Here If:

• You Are Empathetic, patient, and genuinely passionate about helping customers succeed
• Technically curious—you enjoy diving deep to understand how things work and why issues occur
• A clear communicator who can translate technical complexity into simple guidance
• Proactive and solution-oriented, always looking for ways to improve processes and customer experience
• Highly collaborative and comfortable working across teams
• Organized and detail-oriented, with strong documentation habits
• Energized by variety—no two days (or tickets) are the same

#LI-REMOTE

Benefits (US-Based Employees)

• We are committed to the health and safety of our people. Our people are mostly working remotely, collaborating online, and connecting over video, as they continue to deliver high-quality technology solutions
• Competitive salary and equity (we want everyone to be a stakeholder) 
• Full benefits (medical, dental, vision, wellness offerings, etc.)
• Unlimited PTO, paid sick days, 11 holidays
• Collaborating with smart coworkers who put customers first

Equal Employment Opportunity Statement

We value a diverse environment. ZenGRC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizenship or immigration status, disability status, genetics, protected veteran, sexual orientation, gender identity or expression, or any characteristic protected by federal, state or local laws.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for personnel so classified.

ZenGRC will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. All resumes submitted to ZenGRC will be retained for 6 months (12 months with your consent) after submission for recruitment purposes. Should you wish for us to remove your personal data from our recruitment database, please email us directly