ABOUT BLACK KITE
Black Kite is the global leader in third-party cyber risk intelligence, trusted by more than 3,000 organizations worldwide. We give security and business leaders a continuous, outside-in view of their entire vendor ecosystem — translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence.
We go beyond open standards-based cyber ratings. Black Kite helps organizations make smarter risk decisions, strengthen business resilience, and scale their third-party cyber risk management programs in an increasingly complex digital environment. Our work has earned consistent recognition from customers and industry analysts alike.
WHY BLACK KITE
We're a fast-moving, high-impact team solving one of the most critical challenges in cybersecurity today. If you're looking to do meaningful work alongside sharp, collaborative people — and grow your career in a space that matters — you're in the right place.
ABOUT THE ROLE
The Product Support Specialist is the front line of the Black Kite experience — the first voice, first reply, and first impression for a large share of our user base. You'll become a true product expert, troubleshooting real problems for real customers and turning every interaction into a reason to trust the Black Kite platform even more. This is a hands-on seat on a growing team, with direct exposure to how a market-leading TPCRM platform actually runs day to day — and real room to grow your career in cybersecurity.
WHAT YOU'LL OWN
- Partner directly with the Product Support Specialist II and Manager, owning assigned tasks from start to finish
- Deliver fast, high-quality, personalized support to customers via Zendesk and email
- Drive high satisfaction scores through quick, thorough replies and resolutions
- Build deep, hands-on expertise across the Black Kite platform
- Route customers to the right internal team quickly and accurately
- Spot friction points and flag product improvements that make the platform easier to use
- Maintain and update reporting systems to track trends and performance
- Help manage and refresh content in Black Kite's Product Help portal
WHAT YOU BRING
- 1–3 years supporting a SaaS product
- 1–3 years in customer service
- Comfortable working independently and as part of a team
- A working understanding of core security concepts
- Genuine curiosity about cybersecurity
- Sharp troubleshooting instincts and the ability to explain issues clearly to clients
- Meticulous attention to detail and discipline in documenting changes
- Strong collaboration skills
- Excellent organizational skills
- Excellent written and verbal communication
The base pay range for this role is $60K-$75K annually. Compensation at Black Kite is more than just base pay — we offer a total rewards program that includes performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings programs. The annual base salary range for this position represents a nationwide market range and reflects a broad spectrum of salaries for this role across the United States. Actual compensation will depend on factors such as qualifications, skills, experience, and the scope, complexity, and location of the role.
Skills Required
- 1–3 years supporting a SaaS product
- 1–3 years of customer service experience
- Working understanding of core security concepts
- Troubleshooting ability and capacity to explain issues clearly to clients
- Comfort working independently and as part of a team
- Meticulous attention to detail and discipline in documenting changes
- Strong collaboration skills
- Excellent organizational skills
- Excellent written and verbal communication
- Genuine curiosity about cybersecurity
Black Kite Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Kite and has not been reviewed or approved by Black Kite.
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Leave & Time Off Breadth — Leave & Time Off Breadth: Feedback suggests a generous PTO policy and paid sick leave support work-life balance.
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Equity Value & Accessibility — Equity Value & Accessibility: Feedback suggests equity is offered as part of total rewards, providing accessible ownership opportunities.
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Wellbeing & Lifestyle Benefits — Wellbeing & Lifestyle Benefits: Feedback suggests commuter benefits, some meals, and office perks (snacks, drinks, cold brew) enhance day-to-day experience, alongside flexible/hybrid work options.
Black Kite Insights
What We Do
One in four organizations suffered from a cyber attack in the last year, resulting in production, reputation and financial losses. The real problem is adversaries attack companies via third parties, island-hopping their way into target organizations. At Black Kite, we're redefining vendor risk management with the world’s first global third-party cyber risk monitoring platform, built from a hacker's perspective. With 500+ customers across the globe and counting, we're committed to improving the health and safety of the entire planet's cyber ecosystem with the industry’s most accurate and comprehensive cyber intelligence. While other security ratings service (SRS) providers try to narrow the scope, Black Kite provides the only standards-based cyber risk assessments that analyze your supply chain's cybersecurity posture from three critical dimensions: technical, financial, and compliance.
