Product Support Analyst

Product Support Analyst

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 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.

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)

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.

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 is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law. 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: Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes. 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. Note: Our interview process for all final-round candidates requires a mandatory in-person interview or a live, scheduled video conference with the hiring manager. We do not conduct interviews via instant messaging or text. All communications during the application process will come from individuals within our HR department via their Recorded Future email address.