Technical Specialist

About the Role As a Post Sales Product Support Specialist for Saner Platform, you will be responsible for ensuring a smooth onboarding, implementation, and ongoing support experience for customers using Saner Platform. Your core mission is to drive customer success through effective implementation, prompt resolution of technical issues, and close collaboration with internal teams to ensure customer satisfaction and retention. Key Responsibilities Product Implementation & Onboarding Serve as the primary technical contact post-sale to guide customers through the successful installation and configuration of the Saner Platform. Understand customer environments and security policies to tailor implementation best practices. Conduct onboarding sessions, product walk-throughs, and technical training for new customers. Document implementation steps and create knowledge artifacts for internal and customer use. Technical Support & Issue Resolution Provide Tier 1/Tier 2 technical support for customer-reported issues through email, chat, and screen-sharing sessions. Troubleshoot product issues related to deployment, scanning, patching, compliance, and reporting. Escalate complex cases to engineering or product teams with detailed analysis and replication steps. Maintain a high level of responsiveness and accountability to ensure SLA adherence and excellent customer satisfaction. Customer Success & Retention Monitor customer product usage to ensure adoption, value realization, and product health. Identify and act on early warning signs of potential customer issues or dissatisfaction. Work collaboratively with Customer Success Managers (CSMs) and Sales to support renewals and upsell opportunities. Collect and communicate customer feedback and product enhancement requests to relevant internal teams. Documentation & Continuous Improvement Contribute to and improve technical documentation, FAQs, and knowledge base articles. Participate in internal training and certification programs to maintain deep product expertise. Assist in refining post-sales processes and playbooks for scale and efficiency. Qualifications & Skills Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field. 3+ years of experience in technical support, product implementation, or customer success roles, preferably in the cybersecurity or IT management space. Hands-on experience with vulnerability management solutions, endpoint security tools, or IT compliance products. Understanding of operating systems (Windows, Linux, Mac), AWS, Azure or GCP cloud infrastructure, Web application servers, Containers, Databases such as MySQL, MongoDB, Redis, CI/CD, Terraform, Cloud Formation. Familiarity with enterprise IT infrastructure (Active Directory, firewalls, networking). Excellent troubleshooting skills with an analytical mindset. Customer-first attitude with exceptional communication and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Nice to Have Experience with REST APIs, scripting (Python, Bash), or SIEM integrations. Knowledge of cybersecurity frameworks (NIST, CIS, ISO 27001). Why Join Us? Be part of a growing cybersecurity company solving real-world problems in vulnerability and risk management. Work with cutting-edge technology and passionate professionals. Opportunity to grow into advanced customer success, technical account management, or product specialist roles.