Washington, District of Columbia, United States · Remote OK
$80k–$90k/yr
About Zignal Labs Zignal Labs’ real-time intelligence technology helps the world’s largest organizations protect their people, places, and position. Analyzing billions of data points in real time, Zignal's AI-powered pla…
Skills: Technical Support, SaaS Support, Triage, Root Cause Analysis, Conflict Resolution
Washington, District of Columbia, United States · Remote OK
$90k–$110k/yr
About Zignal Labs Zignal Labs is a real-time media intelligence platform used by government agencies and commercial brands to detect, understand, and respond to the signals and narratives shaping their world. Our custome…
Skills: Salesforce Administration, Revenue Operations, AI Workflow Automation, CRM Management, Data Analysis
San Francisco, California, United States · Remote OK
$100k–$120k/yr
About Zignal Labs At Zignal Labs, we operate at the forefront of AI-powered media intelligence and operational data analytics, supporting some of the most mission-critical defense, intelligence, and commercial programs i…
Skills: Intelligence Pipeline Engineering, OSINT Methodologies, Boolean Logic, AI/ML Deployment, LLM Workflow Development
San Francisco, California, United States · Remote OK
$90k–$120k/yr
About Zignal Labs At Zignal Labs, we operate at the forefront of AI-powered media intelligence and operational data analytics, supporting some of the most mission-critical defense, intelligence, and commercial programs i…
Skills: Intelligence Tradecraft, Data Engineering, OSINT Methodologies, Boolean Logic, AI/ML Optimization
Washington, District of Columbia, United States • Remote OK
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The specialist will resolve technical issues on the Zignal Labs platform and act as a liaison between customers and the Product and Engineering teams. Responsibilities include creating support documentation, managing bug tracking, and developing scalable support processes.
Candidates need 2+ years of experience in SaaS technical support and proficiency with ticketing tools like Jira or Zendesk. Experience with OSINT tools and agentic tools like Claude and N8N is required.
Zignal Labs’ real-time intelligence technology helps the world’s largest organizations protect their people, places, and position. Analyzing billions of data points in real time, Zignal's AI-powered platform accelerates mission-critical decision making by empowering leaders with contextual situational awareness of the information environment.
Fully remote, with Silicon Valley roots and team members in over 20 states, Zignal serves customers around the world. Learn more at zignallabs.com.
Role Overview: As a member of the respected Zignal Labs Product Support team, you will specialize in responding to and resolving customers’ technical issues on the Zignal Labs platform. In addition to triage support, you will also serve as the primary liaison between our customers, Customer Success Managers, and our Product and Engineering teams.
In this role, you will have the opportunity to:
Develop and deliver scalable, repeatable, and predictable support processes.
Deliver technical support and product guidance to Zignal Labs' users, both internal and external, including first and second-level triage and resolution.
Provide rotating weekend triage coverage as part of the support schedule.
Liaise and manage communications between internal/external customers and the Product and Engineering teams on bug identification, tracking, and resolution.
Work closely with customer-facing leadership teams to develop a strategy and execution path for support and documentation.
Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base.
Map customer journeys in a documented form and contribute to presentation materials.
Enable Customer Value leadership to enforce program structure to drive product adoption and increase usage.
Achieve positive outcomes and feedback from internal and external customers.
In order to be successful, you will need:
2+ years of prior experience in a customer-facing product/technical support role for a SaaS product.
Experience with ticketing and support software such as JIRA, Zendesk, Freshdesk, or similar tools.
Prior experience with an OSINT (Open Source Intelligence) tool.
Experience with Claude, N8N, and other agentic tools.
Outstanding time management skills with a proven ability to complete assignments on time with a positive “can-do” attitude.
Strong sense of duty and pride in resolving technical issues, showing sincere caring and empathy.
Exceptional written and verbal communication skills; flawless conflict resolution and crisis management skills.
Problem-solving skills to perform root cause analysis and identify solutions to mitigate reoccurring issues.
Ability to thrive in a fast-paced environment working with cross-functional stakeholders.
Plusses:
Natural language processing (NLP) techniques: parts of speech tagging, named entity recognition, sentiment analysis, etc.
Advanced machine learning algorithms and statistics (regression, modeling, clustering, etc.).
Computer vision techniques and large-scale graph analytics.
Experience with media monitoring and analysis for communications, security, and risk management.
Salesforce and Excel experience.
Familiarity with social media data/analytics and Boolean operators.
Understanding of API query language.
Agentic Intelligence for National Security
Zignal delivers AI and agentic intelligence for national security, enabling earlier warning and sustained decision advantage across complex missions. Built on more than 15 years of operational experience, Zignal transforms publicly available information into a structured, mission-aligned intelligence layer that supports analysts, operators, and partner platforms across the full mission lifecycle. Zignal helps organizations protect people, secure places, and defend operational position by providing upstream awareness, persistent context, and repeatable intelligence workflows designed to integrate into existing systems and operations.
Offices: 600 California St, San Francisco, California, US
Agentic Intelligence for National Security
Zignal delivers AI and agentic intelligence for national security, enabling earlier warning and sustained decision advantage across complex missions. Built on more than 15 years of operational experience, Zignal transforms publicly available information into a structured, mission-aligned intelligence layer that supports analysts, operators, and partner platforms across the full mission lifecycle. Zignal helps organizations protect people, secure places, and defend operational position by providing upstream awareness, persistent context, and repeatable intelligence workflows designed to integrate into existing systems and operations.
Offices: 600 California St, San Francisco, California, US
