Remote Customer Support Analyst

Summary

Join UpGuard's Product team as a Customer Support Analyst to help our existing and new customers be successful by analyzing the causes of their greatest pain points and working closely to mitigate them.

Requirements

• Desired 1 year of experience providing technical support
• Comprehension of working across tiered support systems
• Experience with the Linux command line is essential
• Identifying and verifying cyber security risks
• A strong foundation of understanding in the following IT tools and standards: Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, and Email Security
• Critical thinking skills to investigate and work through complex problems and provide timely solutions
• Excellent verbal and written communication skills
• The ability to work collaboratively and creatively across multiple teams
• Self-motivated, participatory, and eager to continuously learn and adapt to new tools and technologies

Responsibilities

• Providing Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers
• Responsible for all technical inquiries including collaborative and cross-departmental escalations with our security committee and engineers
• Updating, Maintaining, and developing all internal and external knowledge base documentation
• Upskilling and educating our community on how to maximize their success within our platform
• Manage communications with our security engineers and customers on ticket escalations
• Analyze, investigate, and remediate risks identified in the community’s attack surface
• Advocate on behalf of the UpGuard Community with the product team to implement features, improvements, and analysis

Benefits

• Monthly Lifestyle subsidy: use this for financial, physical, and mental wellbeing
• WFH set-up allowance: to ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard
• $1500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance
• Generous Annual Leave/PTO allowances: time to recharge your batteries
• 18 weeks paid Parental Leave: irrespective of parenting role
• Personal Leave allowance: this includes sick & carer’s leave
• Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance
• Top-spec hardware: all team members will be provided with top-spec laptops for their roles
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security & online privacy protection platform
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work