Technical Support Analyst

Summary

Join UpGuard's growing Success team as a Customer Support Analyst! You will provide technical support to our global community and staff, analyze customer pain points, and work collaboratively to mitigate them. Responsibilities include managing communications, investigating risks, and advocating for community needs with the product team. You'll need experience in technical support, familiarity with Linux and various IT tools, and excellent communication skills. We offer a competitive benefits package including generous PTO, parental leave, a remote work environment, and various wellness subsidies.

Requirements

• Have 1 year of experience providing technical support
• Comprehend working across tiered support systems
• Have experience with the Linux command line
• Identify and verify cyber security risks
• Possess a strong foundation of understanding in the following IT tools and standards: NmaP ,Curl ,HTTP/HTTPS, DNS, SSL/TLS,Email Security
• Have critical thinking skills to investigate and work through complex problems and provide timely solutions
• Possess excellent verbal and written communication skills
• Have the ability to work collaboratively and creatively across multiple teams
• Be self-motivated, participatory, and eager to continuously learn and adapt to new tools and technologies

Responsibilities

• Provide Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers
• Be responsible for all technical inquiries including collaborative and cross-departmental escalations with our security committee and engineers
• Update, Maintain, and develop all internal and external knowledge base documentation
• Upskill and educate 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

Preferred Qualifications

• Have experience with tools such as CRMs, Hubspot, Asana, and Notion
• Understand and implement Cyber Security best practices, Network Security and Risk Remediation
• Possess a balance of technical and customer-facing skills

Benefits

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