Customer Technical Services Analyst

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Customer Technical Services Analyst

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Purpose

Does working with our global customers that use our Cyber Security solutions to have faster, smarter and more effective protection from cyber risk excite you? Our products are focused on Threat Protection solutions to keep businesses safe from cyber-attacks and provide customers with data and insights about their security state of health and evolving threats. Our Risk Recon products enable organizations to identify third-party risk and dramatically improve their related security programs. Our Baffin Bay products help protect companies from cyber-attacks and threats on their networks.

Role

The Lead Customer Technical Services Analyst is responsible for providing functional and technical support to our Cyber Security solutions customers. Responsibilities include working client contacts to troubleshoot, document, and resolve technical and business process related problems. The Lead Customer Technical Services Analyst works on problems of complex scope where analysis of situations or data requires complete evaluation of various factors.

Essential Functions
- Communicate with customers and resolve related issues via approved support channels.
- Communicate with customer vendors and provide support for security vulnerability resolution and RiskRecon product functionality.
- Understand technical details necessary to identify and assess security risks and recommend mitigating controls.
- Partner with development, delivery operations, and sales to help continuously assess and improve upon the needs of the product.
- Prepare support documentation for the customer base.
- Develop customer and training material on RiskRecon and related processes.

Responsibilities & Performance Measurements
- Documenting, researching, tracking, and resolving customer software issues in a timely manner.
- Review customer requests, contact customers, and ensure that all necessary information is obtained.
- Monitor issues in a ticketing/CRM system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established operating procedures.
- Continually communicate issue resolution progress to customers and maintain outstanding client relationships.
- Proactively seek out opportunities to improve support, software, and user experiences.
- Devise, maintain, and manage technical documentation for the customer base.
- Manage user forums and facilitate discussion posts.

Knowledge, Skills and Abilities
- Basic understanding of TCP/IP, BGP, HTTP, Server TLS, mTLS, reverse proxies and how the internet is connected
- Excellent verbal and written communication skills in English
- Ability to quickly learn new technologies
- Basic understanding of REST API’s
- Basic scripting knowledge using, e.g. JavaScript or Python, preferable 2 languages

Experience & Education

Experience may be substituted for education. The opposite also applies.
- 1-3 years’ experience in IT, Operations, Customer Support or related fields.
- 1-3 years’ experience in information security or third-party vendor risk management.
- Bachelor’s degree in Technical Field or Related Degree.

Interpersonal Skills

A significant level of trust and diplomacy. Work involves extensive personal contact and frequent communication with others. Work may involve motivating, changing behavior, influencing, or training others internally. Fostering sound relationships with external contacts and other entities (companies and/or individuals) is important.

Other Skills
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