This Product Support Analyst role is embedded in our Data Science group. Data Science (DS) is a group of data engineering, curation, and data science professionals who are responsible for the analytics and data collection of many Recorded Future products.
In this job, you are a critical escalation-tier member of our global support team. Cases specific to DS group’s areas of ownership are escalated to you by other support analysts, customer success managers, data curators, and engineers. You apply DS-specific expertise and troubleshooting skills to triage and resolve these escalated cases. You learn and expand these skills by working closely with DS engineers.
The candidate we are looking for:
- Has proven problem-solving skills with a complex SaaS product
- Is passionate about helping customers and teammates
- Is curious about cybersecurity challenges and data problems
- Has thrived in a fast-paced, results-oriented environment
- Has helped onboard and train less experienced teammates
What you'll do as the Product Support Analyst:
- Triage incoming escalations. Apply troubleshooting procedures to resolve cases. Redirect cases with clear, confirmed facts to the DS teammates who can best resolve it.
- Build our group's knowledge base of solutions and toolbench of troubleshooting procedures. Regularly review recent cases to extract content we can use again
- Communicate with your peers in our global support and customer success organization. Share knowledge, hear challenges, and find ways to work better together across groups and geographies.
What you'll bring as the Product Support Analyst:
- Current product support work experience with a SaaS product
- Demonstrated ability to work independently to diagnose complex application issues
- Strong written and verbal communication skills, with both teammates and customers
- Experience using ticket systems and workflows (e.g. Zendesk and JIRA)
Optional Qualifications - the best qualified candidates for this job will have:
- Work experience in information security or cybersecurity
- Experience with REST APIs and JSON
- Solid foundation in computer networking and internet protocols
- A+ / Network+ / Security+/ HDI-CSR certifications
Working hours for this role are daytime, U.S. Eastern.
Work location is Recorded Future’s office in Somerville, Massachusetts.