Product Support Solutions Specialist

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,900 clients worldwide, Recorded Future is the world's most advanced, and largest, intelligence company The **Tier 2 Support Engineer** supports the infrastructure and processes that power the customer support function. This role is responsible for improving support workflows, analyzing performance metrics, managing tools and systems, and ensuring cross-functional alignment to drive efficiency and customer satisfaction. **What You'll Do**: - **Support Operations & Tools Management** - Administer and optimize support systems (e.g., Zendesk). - Manage workflows, SLAs, routing rules, macros, and automations in support tools. Support of new hire onboarding and enablement plans, including configuration needs for support tiers. - **Reporting & Analytics** - Monitor KPIs such as ticket volume, resolution time, CSAT, and backlog. - Build and maintain dashboards and reports to inform decision-making. (e.g. Zendesk Explore, Domo) - Assist Support Leadership with monthly metrics distribution to cross functional leadership teams Conduct root cause analysis on support trends to identify areas for improvement, including for negative CSAT ratings. - **Process Improvement** - Identify and eliminate bottlenecks in support processes. - Document SOPs and knowledge base articles for internal operations. Collaborate with Support Leadership to implement new support models or policy changes. - **Cross-functional Coordination** - Liaise with Product, Engineering, and Customer Success to escalate issues or share feedback. - Collaborate with Documentation and Training teams to create client facing enablement material (articles, eLearnings) that help with platform usability, and work to prevent support tickets - Work with Product Analytics to build consistent support reporting across systems (i.e. Zendesk / Domo) - Ensure seamless communication of product updates and outages to support teams, assisting with Client communication processes, and leveraging related tooling (i.e StatusPage). Collaboration with Platform Ops required - Help align support activities with product launches or feature changes. - Review Support handoff documentation from Product, to digest, and tailor to enablement for support staff (i.e. documentation, live training, etc.) - **Quality & Compliance** - Conduct regular audits of ticket tagging, escalations, and SLA adherence. - Support initiatives around support readiness, compliance, and customer feedback loops. **What You'll Bring**: - 2-5 years experience in support operations, business operations, or technical support - Experience with customer support platforms (e.g., Zendesk, JIRA, Freshdesk, Salesforce Service Cloud). - Strong analytical skills; proficiency in Excel, SQL, or BI tools (e.g., Tableau, Looker, Domo). - Excellent communication and project management skills. - Familiarity with ITIL or customer support best practices is a plus. **Why should you join Recorded Future?** Recorded Future employees (or "Futurists"), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers. **Want more info?** Blog & Podcast: Learn everything you want to know (and maybe some things you'd rather not know) about the world of cyber threat intelligence Linkedin, Instagram & Twitter: What's happening at Recorded Future The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field Timeline: History of Recorded Future Recognition: Check out our awards and announcements - We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles. By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day._ - Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant._ - Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions._ **_ Notice to Agency and Search Firm Representatives:_**: - Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid._