Recorded Future - Somerville, MA
posted about 2 months ago
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.