JOB DESCRIPTION

Are you a “people person” with a passion for problem‑solving technical issues? Ready to ignite your career in a one‑of‑a‑kind industry? COBRA Firing Systems, a global leader in the pyrotechnics field, is seeking a Customer Support Specialist who will be the heartbeat of our customer experience. In this role, you will support both COBRA clients and IGNITE customers (our smartphone‑enabled fireworks firing system), delivering top‑notch service that sparks joy and loyalty in our users. We value authenticity, eagerness to learn, and a true dedication to customer satisfaction above all else.

ABOUT COBRA AND IGNITE

Since 2009, COBRA (www.cobrafiringsystems.com) has revolutionized the fireworks and special effects industry with innovative, high‑quality wireless firing systems. We serve over 35,000 customers worldwide – from backyard hobbyists to international pyrotechnic competition teams. Our IGNITE product line brings that same professional reliability to enthusiasts via a smartphone app and hardware system. What truly sets us apart is our foundation in safety, reliability, and an unwavering commitment to customer satisfaction. We don’t just sell fireworks equipment; we stand behind every product and every customer. COBRA maintains a world‑class support reputation (over 99% satisfaction ratings) and provides 24/7 emergency response for on‑site issues, and we’re looking for a team member who will help uphold these high standards.

ABOUT YOU (OUR IDEAL CANDIDATE)

We’re not looking for a “tech guru” or a “sales shark”, we’re looking for a good person who genuinely cares about helping others and has the drive to learn.
Here’s who will thrive in this role:

As our Client Support Specialist, you will be an essential player on a small, dedicated support team. Your mission is to ensure every COBRA/IGNITE customer gets timely, empathetic, and effective help. Key responsibilities include:

• Frontline Customer Assistance: Provide friendly, knowledgeable support via telephone, email, and live chat (using our Zendesk ticketing system) to address customer questions and issues. You’ll diagnose problems ranging from hardware connectivity to app setup, and guide customers to solutions with patience and clarity. Rapid, effective responses are crucial – our goal is complete customer satisfaction with every interaction.
• Technical Troubleshooting: Leverage your technical curiosity and resourcefulness to investigate and resolve technical issues. Whether it’s walking a customer through syncing their firing modules or figuring out why a script isn’t running, you dive into troubleshooting (and learn as you go). If an issue is new to you, you aren’t afraid to research it, test it, and collaborate with teammates until you find the answer.
• Customer Guidance (No Hard Selling): Listen to customers’ needs and assist them in making informed purchasing decisions among our products. There are no sales quotas, your focus is on understanding their use-case (from a small backyard show to a large multi-module display) and recommending the right COBRA or IGNITE setup to ensure their success. Your honesty and product knowledge will build trust more than any sales pitch could.
• Product Feedback & Collaboration: Act as the voice of the customer when communicating with our internal teams. You’ll document common questions or pain points and share real-world user feedback with our product and engineering team. This collaboration helps drive improvements and new features. (Many of our product updates have been inspired by what the support team learns from customers!)
• Hands-on Learning: Conduct light product testing and experimentation. To truly understand the systems you’ll support, you might test new firmware on a firing module, try creating a musical fireworks show in our software, or reproduce a customer’s scenario. This hands-on time keeps your knowledge sharp and helps you empathize with users.
• Additional Support Tasks: Help keep our support content up-to-date. For example, you may update a FAQ article or create a new troubleshooting guide if you notice a recurring question. You’ll also pitch in with team projects, like preparing for a big event like COBRA-CON.
• Event Support & Travel: While not a requirement for the role, there may be the opportunity for occasional international travel (small amounts, e.g., customer events or trade shows) to provide support and training at some of the biggest Firework Conventions. Don’t worry if this isn’t your thing, we just want to offer the opportunity to those within the support department.