Why are we hiring for this role?
UpGuard has just come off the back of a record-breaking year, with sales growing by 128% and new customer velocity increasing by over 179%. With that, we need a Technical Support Analyst to help our existing and new customers achieve success.
As a Technical Support Analyst, you'll analyze the causes of our customers’ greatest pain points and work closely to mitigate them. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant and unique insight into the world's most important industries and institutions.
What will you accomplish?
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.
Responsible for developing, maintaining, and updating the internal knowledge base, while contributing to the external knowledge base by providing content suggestions, revisions, and ongoing support if needed.
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 and bugs.
Analyze, investigate, and explain how customers can remediate risks as identified via the platform. This includes using internal and external tools to verify and explain identified risks.
Advocate on behalf of UpGuard Community with the product team to implement features, improvements, and analysis.
Create and innovate using AI and cutting-edge technologies.
What do we need from you?
Experience in investigating and replicating Technical Issues in a customer-facing role.
Experience managing various AI models.
Comprehension of working across tiered support systems
Experience with Linux command line is essential
Identifying and verifying cybersecurity risks
Strong foundation of understanding in the following IT tools and standards: Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, Email Securtiy, n8n, AI & API
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 and regions, and the ability to work asynchronously, will be pivotal to the role as we are a global team.
Self-motivated, participatory, and eager to continuously learn and adapt to new tools and technologies.
What would give you an edge?
Experience with tools such as CRMs, Hubspot, Asana, and Notion, and various AI models
Understanding and implementing Cyber Security best practices, Network Security, and Risk Remediation
Balance of technical and customer-facing skills
What's in it for you?
Monthly Lifestyle subsidy: use this for financial, physical, and mental well-being.
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.
Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.
