Product Support Analyst

Recorded Future•Boston, MA

4d•$66,000 - $99,000•Hybrid

About The Position

With 1,000+ intelligence professionals 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. 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.

Requirements

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

Nice To Haves

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)

Responsibilities

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 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