Platform Support Specialist

About the role

ZeroFox is looking for a Platform Support Specialist to join its fast‑growing customer support team. The role focuses on delivering high‑quality service to users of the ZeroFox SaaS platform, handling day‑to‑day help‑desk operations and collaborating with account management and technology teams to resolve issues efficiently.

Key responsibilities

• Review, triage and respond to inbound and outbound support tickets as part of the ZeroFox help‑desk workflow.
• Follow established processes to manage a high volume of information requests.
• Serve as an escalation point for internal and external stakeholders.
• Assist the Customer Support Manager in optimizing support processes and maintaining quality standards.
• Build and maintain cross‑functional relationships to improve platform operations KPIs and customer retention.
• Provide consistent, excellent customer experiences in every interaction.

Required profile

• 2‑4 years of customer success or support experience, preferably in enterprise SaaS environments.
• Strong organisational and prioritisation skills with the ability to juggle multiple projects.
• Excellent written and verbal communication skills for client‑facing interactions.
• Ability to ask probing questions, identify root causes and articulate product solutions.
• Commitment to continuous improvement of processes and workflows.

Required skills