Senior Product Support Analyst

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

The Senior Product Support Analyst role is part of our Intelligence Services group, driving problem solving, product bug escalations, threat intelligence solutions support, and intelligence alert configuration tuning.

You’ll be responsible for resolving client inquiries stemming from Recorded Future’s application portal and API, as well as providing guidance on product functionality.  At the same time, you’ll occasionally be asked to get your hands dirty supporting custom solutions for our customers using our various APIs, and partner integrations.

What You'll Bring: 

• Experience as a problem-solving expert handling security technology and products.
• Experience occasionally mentoring less senior/more junior support groups, and adding centralized knowledge base solutions to assist the overall group in incident resolution
• A strong technical foundation in security and intelligence principles, as well as Saas platforms
• Passion for being out in the field working with both security professionals and business stakeholders to support cyber threat intelligence solutions and services.
• The hunger and drive to succeed in a startup environment

What You'll Do: 

• Front and back-end support of the Recorded Future web application interface, and API endpoints
• Support deployments of Recorded Future Threat Intelligence data in customer environments including SIEMs, ticketing systems, incident response tools, and SOAR products.
• Support productized integration solutions across a variety of enterprise security architectures, applications, and tools.
• Manage multiple projects and tasks in a dynamic, fast-paced environment 
• You will have been providing extensive product support to end customers in a SaaS platform, with the ability to diagnose and address challenging application issues. The ability and experience of working independently and proactively is key
• Adequate work experience in information security, Cybersecurity, or Security Operations
• Demonstrated skills speaking technically and effectively with customers, analysts, and developers
• Solid foundation in basic network and internet protocols
• A+ / Network+ / Security+/ HDI-CSR certifications preferred
• Experience with SIEMs (Splunk, QRadar, LogRhythm) and other security tools (TIPs, Vulnerability Management, Security Orchestration and Automation)
• Experience with REST APIs and JSON is a plus
• Experience utilizing ticket systems and associated workflows (Zendesk and JIRA is a plus)
• Ability to work independently and proactively
• Strong problem solving and troubleshooting skills

Why should you join Recorded Future?
Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

Want more info? 
Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence
Linkedin, Instagram & Twitter: What’s happening at Recorded Future
The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field
Timeline: History of Recorded Future
Recognition: Check out our awards and announcements

We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles.  By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.

If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com 

Recorded Future is an equal opportunity and affirmative action employer and we encourage