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 Global Intelligence Services group, driving problem solving, product bug escalations, and threat intelligence solutions support.

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 installation and operational issues for our customers that are using our various APIs, and partner integrations. The working hours for this role will be during APJ business hours (9am - 5pm JST), where you will be primarily supporting our Japanese and Asia Pacific clients during their regular business hours, as well as off hours requests from our U.S. or European/META clients, out of our Tokyo, Japan office.

We're looking for a candidate with:

• 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 being out in the field 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

Responsibilities:

• 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.
• 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
• Manage multiple projects and tasks in a dynamic, fast-paced environment
• Work live APJ business hours (9am - 5pm JST)
• Participate in on-call rotation to help with emergency off-hours support coverage

Qualifications:

• Native level Japanese language, and business-level English language required
• Minimum of 3 years experience working in the Japanese IT/Saas industry
• 2+ years experience in a Saas / Product Support role, with threat intelligence / cyber security familiarity preferred
• You will have been providing extensive product support to end customers in a SaaS platform, with the ability to diagnose and address challenging application issues. The ability and experience of working independently and proactively is key

• Adequate work experience in information security, Cybersecurity, or Security Operations
• Demonstrated skills in 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) is a plus.
• Experience with REST APIs and JSON is a plus
• Experience utilizing ticket systems and associated workflows (Zendesk and JIRA is a plus)
• Ability to work independently and proactively
• Strong problem-solving and troubleshooting skills

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 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

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.