ZenGRC
governance, risk, and compliance (GRC) SaaS
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist at ZenGRC. Skills: Customer Support, Technical Troubleshooting, Communication. Respond to customer support tickets. Handle in-application chat requests”
What You'll Achieve.
Ensure customer success with ZenGRC; Improve customer self-service; Resolve customer challenges
Industry & Context.
Solutions-oriented approach; Troubleshoot complex technical issues; Diagnose issues; Resolve customer challenges; Solution-oriented
What They're Looking For.
Must Have
3+ years of experience in customer support or customer-facing technical roles for a SaaS product, technical troubleshooting skills and ability to diagnose complex platform issues, Excellent written and verbal communication skills, Demonstrated ability to manage multiple priorities and customer requests simultaneously, Experience working with CSVs, data imports, and basic data manipulation, Collaborative mindset with cross-functional communication skills, Self-motivated with a natural curiosity for learning new technologies and processes
Nice to Have
Understanding of GRC frameworks (e.g. , SOC 2, ISO 27001, NIST, HIPAA) and compliance workflows
What You'll Do.
Respond to customer support tickets
Handle in-application chat requests
Troubleshoot technical issues
Conduct screen-share sessions
Create and manage bug tickets
Handle service requests
Create knowledge base articles
Contribute to strategic initiatives
Collaborate with teams
Escalate complex technical issues
Serve as a go-to resource
Maintain documentation
How You'll Work.
Team & Collaboration
Collaborate cross-functionally; Work closely with Engineering and Product teams; Collaborate with Customer Success, Product, Engineering, and DevOps teams; Comfortable working across teams
Communication Scope
Excellent written and verbal communication skills; Explain technical concepts clearly
Full Job Description
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 i
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