Teramind

Provide technical support and troubleshooting to customers via chat and email to maintain high satisfaction. | Requires at least 2 years of technical support experience with proficiency in Linux, macOS, Windows, and PostgreSQL, plus knowledge of cloud platforms and B2B SaaS in IT security. | Description Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform. Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market. As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions. About the role Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. Your day-to-day Provide technical support and troubleshooting to customers Triage complex customer service issues received through various customer service channels Maintain high customer satisfaction while managing operational expectations Become a product expert and maintain a deep understanding of product functionality Evaluate and analyze issues & their impact to resolve or escalate tickets as needed Identify trends in support requests to help create long-term solutions Requirements Minimum 2 years of relevant experience as a technical support or in a similar role Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems Knowledge of PostgreSQL Knowledge of cloud computing platforms (Azure, AWS, etc) Knowledge of an Intercom or similar ticketing system Understanding of B2B SaaS products, IT security, and data platforms Ability to translate intricate technical details to simple, understandable terms Strong interpersonal skills and ability to work with customers & cross-functional teams. \n About Us At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments. We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description. Benefits This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams. Additionally: • Competitive compensation • Flexible paid time off • Laptop reimbursement • Ongoing training, development, and career growth opportunities • We use an open stack of technologies, so you have the chance to learn and evolve • High complexity of problems to solve, with active feature development - not just bugs & refactoring • Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. You can make an impact quickly. About our recruitment process We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews, including a live coding component. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews. All roles require reference and background checks Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status. \n

Drive product adoption and retention as a strategic partner for enterprise customers while collaborating internally to resolve issues and identify growth opportunities. | Requires 5+ years B2B customer success experience with subscription renewal, lifecycle management, and proficiency in HubSpot and ChurnZero. | About the Role As an Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes. Responsibilities • Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization • Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI • Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates • Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps • Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts Requirements • 5+ years in B2B Customer Success with proven track record in driving adoption, retention, and expansion • Strong grasp of Customer Success frameworks, lifecycle management, and subscription renewal processes • Experience with HubSpot, ChurnZero (or similar CS platforms), and customer health metrics • Excellent relationship-building skills with ability to navigate high-stakes conversations across all stakeholder levels • Detail-oriented, highly organized, and willing to dive deep into technical product details (cybersecurity experience a plus) \n \n Benefits This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams. Additionally: • Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. • Competitive salary • High-quality health benefits • 401(k) with employer match • Career growth opportunities • Unlimited paid time off • Company-issued laptop (choice of Mac or PC) • Professional development budget About our recruitment process We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews. All roles require reference and background checks Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.