[Hiring] Technical Support Analyst @UpGuard Inc.

Role Description

UpGuard has just come off the back of a record-breaking year, with sales growing by 128% and new customer velocity increasing by over 179%. With that, we need a Technical Support Analyst to help our existing and new customers achieve success.

• Analyze the causes of our customers’ greatest pain points and work closely to mitigate them.
• Solicit constant feedback from both customers and colleagues, helping improve UpGuard over time.
• Work with customers around the world, from early contact to successful deployment.
• Provide Technical Support in analysis to the UpGuard Community and staff globally.
• Responsible for all technical inquiries, including collaborative and cross-departmental escalations with our security committee and engineers.
• Develop, maintain, and update the internal knowledge base.
• Contribute to the external knowledge base by providing content suggestions, revisions, and ongoing support.
• Upskill and educate our community on how to maximize their success within our platform.
• Manage communications with our security engineers and customers on ticket escalations and bugs.
• Analyze, investigate, and explain how customers can remediate risks as identified via the platform.
• Advocate on behalf of UpGuard Community with the product team to implement features, improvements, and analysis.
• Create and innovate using AI and cutting-edge technologies.

Qualifications

• Experience in investigating and replicating Technical Issues in a customer-facing role.
• Experience managing various AI models.
• Comprehension of working across tiered support systems.
• Experience with Linux command line is essential.
• Identifying and verifying cybersecurity risks.
• Strong foundation of understanding in the following IT tools and standards: Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, Email Security, n8n, AI & API.
• Critical thinking skills to investigate and work through complex problems and provide timely solutions.
• Excellent verbal and written communication skills.
• Ability to work collaboratively and creatively across multiple teams and regions.
• Self-motivated, participatory, and eager to continuously learn and adapt to new tools and technologies.

Requirements

• Experience with tools such as CRMs, Hubspot, Asana, and Notion.
• Understanding and implementing Cyber Security best practices, Network Security, and Risk Remediation.
• Balance of technical and customer-facing skills.
• Business level Japanese fluency - spoken and written.

Benefits

• Monthly Lifestyle subsidy: use this for financial, physical, and mental well-being.
• WFH set-up allowance: to ensure you have the right environment to work in.
• $1500 USD annual Learning & Development allowance: to support your career development.
• Generous Annual Leave/PTO allowances: time to recharge your batteries.
• 18 weeks paid Parental Leave: irrespective of parenting role.
• Personal Leave allowance: this includes sick & carer’s leave.
• Fully remote working environment: no compulsory attendance at physical offices.
• Top-spec hardware: all team members will be provided with top-spec laptops.
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools.