Customer Support Specialist at Biofire (Greater Denver Area)

| Greater Denver Area | Hybrid
Employer Provided Salary: $65,000-$80,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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A friendly and swift responder to troubleshoot and resolve customer issues.


Biofire Technologies is on a mission to give gun owners better tools for reducing preventable gun injuries and deaths, especially among children. We believe our technology, combined with a best-in-class customer experience, will define the future of firearms safety for the next generation. Our mission-driven approach has earned support from the firearm community, the tech world, and the media.

Biofire employees are world-class engineers who have designed and tested firearms, medical devices, robots, cars, satellites, rockets, and supersonic jets. What unites our team is our commitment to safety and reliability that we bring to our work every day.


Reducing accidental firearm injuries and deaths requires original thinking and authentic collaboration, so we’re deeply invested in building a team and culture that can achieve our mission together. Team members enjoy autonomy and flexibility from day one, so expect to be immediately tasked with solving challenging problems and building new systems that work. We’ll hold you accountable for executing on audacious goals, giving and receiving honest feedback, and helping your teammates succeed. You’ll receive respect, kindness, and support from every direction while you figure out how to get it all done.


As a Customer Support Specialist at Biofire, you will be one of the first members of our Customer Support team, delivering quality responses to a high volume of customer inquiries across multiple channels. In this role, you will focus on monitoring the ticketing queue, responding swiftly to customer support tickets, troubleshooting support issues, and achieving customer SLAs as the company and our customer base expand. To succeed in this role, you will be a self-starter who loves to troubleshoot and provide a world-class experience to customers while always seeking to improve and streamline existing support processes.


Day to day responsibilities of the role will include:

  • Maintain customer support workflow and work within established operating procedures and SLAs utilizing Zendesk;
  • Ensure customer issues are resolved in a timely manner; while working with internal stakeholders to expedite resolution;
  • Take ownership of customer issues, be effective at rapidly diagnosing problems, communicating and troubleshooting issues, and following problems through resolution;
  • Contribute to our growing library of content, including macros, FAQs, and internal knowledge base articles;;
  • Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues.


We’ll need you to bring your very best, so we give you what you need to do a great job. You’ll enjoy flexible hours, teammates you will like, respect, and be inspired by, and all the technical resources you might need at our Broomfield office.

In addition to our competitive pay and stock options, Biofire offers fully covered medical, dental, and vision benefits, a funded Health Spending Account, unlimited PTO (that team members actually use - we promise), a 401(k) with employer matching, and a 14 week parental leave policy. We deliver perks including noise-canceling headphones, the premium music streaming service of your choice, and anything else you’d need to succeed in your role (within reason).

This is a full-time, salaried role with a flexible work-from-home policy. The compensation range for this role is $65,000-$80,000.


If you think you will succeed in this role, and love the work you’ll do, we encourage you to apply regardless of your background. We evaluate candidates based on their unique talents and fit for our needs, not a rigid list of qualifications.


Our dog-friendly, state-of-the-art headquarters is located in beautiful Broomfield, Colorado, between Boulder and Denver. Most roles require team members to frequently collaborate in person, but you will enjoy the flexibility to work from home when you need to. We trust you to communicate with your team to make things work.


We’re bringing innovation to a technological problem that has persisted for decades, so we depend on diverse, inclusive, and collaborative teams to break new ground and do great work. We welcome people from all qualified backgrounds, and we don’t discriminate on the basis of race, religion, color, political affiliation, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.


This role handles information subject to US Export Control Regulations. Applicants must be (a) a citizen of the United States; (b) a lawful permanent resident of the United States (“Green Card” holder); or (c) a person admitted into the United States as an asylee or refugee to be considered for the position.

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An Insider's view of Biofire

What are some social events your company does?

We often gather at a great nearby craft brewery for happy hour after work on Friday afternoons. Beyond that, it's not hard to gather a crew for a weekend meetup in the nearby Rocky Mountains for skiing in the winter.


Mechanical Engineer

What does your typical day look like?

If you’re looking for a place where your talents, creativity, and ideas are valued as much as those of everyone you work with, this is the place. Everyone at Biofire is on the same page, and everyone’s input is highly valued—and it’s a privilege to work in such a cohesive manner with this team of brilliant individuals.


Director, Content Strategy and Development

How has your career grown since starting at the company?

Biofire's supportive environment has allowed me to explore my professional interests across various operational roles until I found my home on the recruiting team. I'm so thankful for a positive, nurturing culture with leadership who care about their employees' growth and interests.



What is your vision for the company?

Biofire's mission is to prevent firearm accidents and suicides, especially among kids and teens. Our technology gives gun owners the reliability, instant access, control, and built-in safety they've always asked for, for the very first time.


CEO and Founder

How do you collaborate with other teams in the company?

As a Systems Engineer, my role in collaborating cross-functionally with all teams is critical to the success of delivering our product. We collaborate through various 1:1s, stand-ups, and in-person/virtual meetings to ensure we are all on the same page. We're a small organization of intelligent individuals, all united in pursuit of the same goal.


Systems Engineer

What are Biofire Perks + Benefits

Biofire Benefits Overview

We’ll need you to bring your very best, so we give you what you need to do a great job. You’ll enjoy flexible hours, coworkers you like, respect and be inspired by, and all the technical resources you might need at our beautiful dog-friendly headquarters in Broomfield. We also offer:
-Unlimited PTO (that you’ll actually use)
-14 weeks of paid parental leave
-A 401(k) with employer matching
-Fully covered medical, dental, and vision insurance

Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
In-person all-hands meetings
Flexible work schedule
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Company-wide vacation
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Meditation space
Mother's room
Professional Development Benefits
Promote from within
Mentorship program

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