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 support custom solutions for our customers using our various APIs, and partner integrations.

The working hours for this role will be 9am - 5pm EST, (US hours). You will be supporting regular business hours, as well as part of an on-call rotation with some off-hours requests from our U.S. and global clients. You will work onsite at the Recorded Future office 4 days a week with a 1 day a week remote work option.

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 to 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 U.S. hours (9am - 5pm EST) plus an on-call rotation with some off-hours requests from our U.S. and Global clients

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)

The base salary range for this full-time position is $66,000-$99,000. Our salary ranges are determined by role, level, and location. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by state, work location and additional factors, including job-related skills, experience, and relevant education or training. This position may be eligible for incentive compensation, equity, and medical, dental, vision, life insurance and 401K. Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.

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.