Product Support Analyst

4 hours ago

Singapore Recorded Future Full time $60,000 - $120,000 per year

The Product Support Analyst role is part of our Product organization, driving problem solving, product bug escalations, threat intelligence solutions support, and intelligence alert configuration tuning. Our breakthrough ability to unlock insights from the web radically improves intelligence and cyber threat visibility. We're a high-energy, fast-paced, and fast-growing company. You'll need the ability to understand and adapt to rapid product and technology developments as we work in close partnership with customers. You'll have the support of a seasoned executive management team and world-class investors.

You'll be responsible for resolving client inquiries stemming from Recorded Future's application portal and API, as well as providing guidance on product functionality. At the same time, you'll occasionally be asked to get your hands dirty supporting custom solutions for our customers using our various APIs, and partner integrations.

What You'll Do

Support Operations & Tools Management

  • Front and back-end support of the Recorded Future web application interface, and API endpoints
  • Provide explanations of certain product feature functionality, as well guide clients on how find solutions in our platform
  • Support deployments of Recorded Future Threat Intelligence data in customer environments including SIEMs, ticketing systems, incident response tools, and SOAR products.
  • Support productized integration solutions across a variety of enterprise security architectures, applications, and tools.
  • Manage multiple projects and tasks in a dynamic, fast-paced environment
  • Work onsite at the Recorded Future office 4 days a week with a 1 day a week remote work option

Cross-functional Coordination

  • Work with our Product and Development teams in escalation of incidents as well as assisting with advocating for product enhancements on the client's behalf

What You'll Bring

  • Experience as a problem-solving expert handling security technology and products
  • Experience occasionally mentoring less senior/more junior support groups, and adding centralized knowledge base solutions to assist the overall group in incident resolution
  • A strong technical foundation in security and intelligence principles, as well as Saas platforms
  • Passion for working with both security professionals and business stakeholders to support cyber threat intelligence solutions and services
  • The hunger and drive to succeed in a startup environment
  • Experience providing extensive product support to end customers in a SaaS platform
  • The ability to diagnose and address challenging application issues
  • The ability and experience of working independently and proactively
  • Adequate work experience in information security, Cybersecurity, or Security Operations
  • Demonstrated skills speaking technically and effectively with customers, analysts, and developers
  • Solid foundation in basic network and internet protocols
  • A / Network / Security / HDI-CSR certifications preferred
  • Experience with SIEMs (Splunk, QRadar, LogRhythm) and other security tools (TIPs, Vulnerability Management, Security Orchestration and Automation)
  • Experience with REST APIs and JSON is a plus
  • Experience utilizing ticket systems and associated workflows (Zendesk and JIRA is a plus)

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