Recorded Future - Somerville, MA
posted about 2 months ago
The Product Support Analyst role is an integral part of our Data Science group at Recorded Future. This group comprises data engineering, curation, and data science professionals who are responsible for the analytics and data collection of various Recorded Future products. As a Product Support Analyst, you will serve as a critical escalation-tier member of our global support team, handling cases that are specific to the areas of ownership of the Data Science group. These cases are escalated to you by other support analysts, customer success managers, data curators, and engineers, requiring you to apply your Data Science-specific expertise and troubleshooting skills to triage and resolve these escalated cases effectively. In this role, you will have the opportunity to learn and expand your skills by working closely with Data Science engineers. The ideal candidate for this position will possess proven problem-solving skills, particularly with complex SaaS products, and will be passionate about helping customers and teammates. A curiosity about cybersecurity challenges and data problems is essential, as is the ability to thrive in a fast-paced, results-oriented environment. Additionally, you will be expected to help onboard and train less experienced teammates, contributing to the overall growth and development of the team. Your responsibilities will include triaging incoming escalations, applying troubleshooting procedures to resolve cases, and redirecting cases with clear, confirmed facts to the appropriate Data Science teammates for resolution. You will also be tasked with building our group's knowledge base of solutions and a toolbench of troubleshooting procedures. Regularly reviewing recent cases to extract reusable content will be part of your duties, as will communicating with your peers in our global support and customer success organization. Sharing knowledge, hearing challenges, and finding ways to work better together across groups and geographies will be key aspects of your role.