Associate Technical Support Analyst

ReliaQuest-posted about 2 months ago
Full-time • Entry Level
Tampa, FL
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Join our dynamic cybersecurity team as an Associate Technical Support Analyst and play a critical role in delivering world-class technical support to GreyMatter Digital Risk Protection end users, helping to safeguard our clients from digital threats. If you are passionate about cybersecurity, cyber threat intelligence and working directly with clients to achieve maximum value from ReliaQuest’s cutting-edge cybersecurity solutions, this role is a unique opportunity to thrive in a challenging yet rewarding environment which provides tangible skills and experience needed for a career in cybersecurity.

  • Act as the main point of contact for all inbound queries, issues and requests associated with the ReliaQuest GreyMatter Digital Risk Protection platform.
  • Deliver excellent support and best practice guidance to end users, helping clients achieve maximum value from our product.
  • Efficient troubleshooting and successful resolution of technical support issues.
  • Manage relationships with clients and internal teams including Product, Engineering and Customer Success to deliver effective resolutions.
  • Engage in effective communication with various entities to facilitate the takedown of fraudulent or impersonating domains, social media profiles and mobile applications violating relevant regulations or policies.
  • Communicate with clients to gather evidence necessary for successful digital content and domain takedowns.
  • Documentation and reporting of findings and updates relevant to digital content takedowns, ensuring accuracy and efficiency.
  • Develop and maintain an up to date, deep working knowledge of our product and service.
  • Stay informed about the changing cyber threat landscape, regulations and industry best practices associated with cyber threat intelligence and digital content removal.
  • 1 or more years of experience in at least one of the following: Technical Support, Computer Networking, IT, Customer Success, Technical Consulting, digital content removal or a B2B technical client services role.
  • Experience working with Enterprise clients across multiple time-zones.
  • Exceptional English communication skills, both written and verbal, with the ability to articulate complex technical issues clearly and concisely.
  • Comfortable engaging directly with clients daily, capable of effectively overcoming objections and professionally addressing client concerns.
  • Excellent workload management skills, focusing time where most value can be delivered whilst balancing competing requirements.
  • Ability to adapt to a fast-paced, dynamic work environment and learn new products efficiently while you work.
  • Detail oriented with excellent problem solving and analytical skills.
  • Must demonstrate a positive attitude to work, great energy, and effort.
  • Must be adaptable, focussed, accountable and helpful.
  • Familiarity with the cybersecurity threat landscape, knowledge of internet infrastructure, domain registration processes and/or digital content takedowns.
  • Specific experience using Service Now or equivalent software to manage communication with clients.
  • Specific experience using JIRA to manage technical escalations to internal teams.
  • Professional qualifications relating to cybersecurity, threat intelligence, internet technologies, technical support, open-source intelligence (OSINT), customer success or direct professional experience with any of these.
  • Generous Paid Time Off plan
  • Competitive compensation plans
  • Tuition and certification reimbursement
  • Employer supplemented medical, dental, and vision coverage
  • In-depth technical and leadership training to assist with career advancement
  • Additional mental and physical wellness benefits
  • Free lunch on Fridays!
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