Product Support Analyst

Recorded Future - Somerville, MA

Full-time - Mid Level

Somerville, MA

501-1,000 employees

Publishing Industries

About the position

As a Product Support Analyst at Recorded Future, you will play a vital role within our Data Science group, which consists of data engineering, curation, and data science professionals responsible for analytics and data collection across various Recorded Future products. This position is critical as you will serve as an escalation-tier member of our global support team, handling cases that are specific to the areas of ownership of the Data Science group. You will be responsible for triaging incoming escalations, applying troubleshooting procedures to resolve complex cases, and redirecting cases to the appropriate Data Science teammates when necessary. Your expertise in data science and troubleshooting will be essential in ensuring that customer issues are resolved efficiently and effectively. In this role, you will also contribute to building our group's knowledge base of solutions and troubleshooting procedures. Regularly reviewing recent cases will allow you to extract valuable content that can be reused in future situations. Communication is key in this position; you will collaborate with peers in our global support and customer success organization, sharing knowledge, discussing challenges, and finding ways to improve collaboration across different groups and geographies. This position requires a passion for helping customers and teammates, a curiosity about cybersecurity challenges, and a proven ability to thrive in a fast-paced, results-oriented environment. Additionally, you will have the opportunity to help onboard and train less experienced teammates, further enhancing the team's capabilities.

Responsibilities

• Triage incoming escalations from support analysts, customer success managers, data curators, and engineers.
• Apply troubleshooting procedures to resolve complex cases related to Data Science products.
• Redirect cases with clear, confirmed facts to the appropriate Data Science teammates for resolution.
• Build and maintain the group's knowledge base of solutions and troubleshooting procedures.
• Regularly review recent cases to extract reusable content for future reference.
• Communicate effectively with peers in the global support and customer success organization to share knowledge and address challenges.

Requirements

• Current product support work experience with a SaaS product.
• Demonstrated ability to work independently to diagnose complex application issues.
• Strong written and verbal communication skills with both teammates and customers.
• Experience using ticket systems and workflows, such as Zendesk and JIRA.

Nice-to-haves

• Work experience in information security or cybersecurity.
• Experience with REST APIs and JSON.
• Solid foundation in computer networking and internet protocols.
• A+ / Network+ / Security+/ HDI-CSR certifications.

Benefits

• Opportunity to work in a diverse and inclusive environment.
• Access to professional development and training opportunities.
• Engagement with a global team of intelligence professionals.