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Technical Support Analyst

3 weeks, 5 days ago
Philippines
Full-time
Junior
Technical Support Engineer
Cybersecurity
Asana CRM Cybersecurity DNS HTTP HubSpot Network Security Nmap Notion TLS
Apply Now
UpGuard

UpGuard

UpGuard is a cybersecurity ratings platform based in Sydney, Australia, specializing in third-party risk management and attack surface monitoring to prevent data breaches and enhance IT security.

Professional Services
51-250
Founded 2012
$47M raised
View All Jobs 21

Description

  • Provide technical support and analysis to customers and internal staff globally.
  • Handle technical inquiries and coordinate cross-departmental escalations with security engineers and the security committee.
  • Investigate customer pain points, bugs, and complex technical issues, including replicating issues when needed.
  • Develop, maintain, and update the internal knowledge base and contribute to the external knowledge base.
  • Communicate with customers and security engineers regarding ticket escalations, bugs, and resolutions.
  • Analyze and explain identified risks and guide customers on remediation using internal and external tools.
  • Educate the community on how to get the most value from the platform.
  • Advocate for customer needs with the product team to influence features and improvements.
  • Create and innovate using AI and other cutting-edge technologies.
  • Work collaboratively across multiple teams and regions in an asynchronous, global environment.

Requirements

  • Experience investigating and replicating technical issues in a customer-facing role.
  • Experience managing various AI models.
  • Understanding of tiered support systems.
  • Experience with Linux command line.
  • Ability to identify and verify cybersecurity risks.
  • Strong knowledge of Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, email security, n8n, AI, and APIs.
  • Critical thinking skills to investigate complex problems and deliver timely solutions.
  • Excellent verbal and written communication skills.
  • Ability to work collaboratively across multiple teams and regions and work asynchronously.
  • Self-motivated, participatory, and eager to learn and adapt to new tools and technologies.
  • Experience with CRMs, HubSpot, Asana, and Notion is preferred.
  • Understanding of cybersecurity best practices, network security, and risk remediation is preferred.
  • A balance of technical and customer-facing skills is preferred.

Benefits

  • Monthly lifestyle subsidy for financial, physical, and mental well-being.
  • WFH setup allowance within the first 3 months.
  • $1,500 USD annual learning and development allowance.
  • Generous annual leave/PTO.
  • 18 weeks paid parental leave.
  • Personal leave allowance for sick and carer’s leave.
  • Fully remote working environment.
  • Top-spec hardware provided for the role.
  • Generative AI subsidy with paid subscriptions to AI tools.

Interested in this position?

Apply directly on the company website

Apply Now

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