Senior Technical Support Operations Analyst, Recorded Future
$108-162k
Threat intelligence platform
Be an early applicant
Threat intelligence platform
1001+ employees
Be an early applicant
$108-162k
1001+ employees
Company mission
To empower customers with real-time threat intelligence so that they can defend their organizations against threats at the speed and scale of the internet.
Role
Who you are
- 5+ years experience in support operations, business operations, or technical support
- Experience with customer support platforms (e.g., Zendesk, JIRA, Freshdesk, Salesforce Service Cloud)
- Strong analytical skills; proficiency in Excel, SQL, or BI tools (e.g., Tableau, Looker, Domo)
- Excellent communication and project management skills
- Familiarity with ITIL or customer support best practices is a plus
What the job involves
- Administer and optimize support systems (e.g., Zendesk)
- Manage workflows, SLAs, routing rules, macros, and automations in support tools, including those that incorporate AI
- Support of new hire onboarding and enablement plans, including configuration needs for support tiers
- Monitor KPIs such as ticket volume, resolution time, CSAT, and backlog
- Build and maintain dashboards and reports to inform decision-making (e.g. Zendesk Explore, Domo)
- Assist Support Leadership with monthly metrics distribution to cross functional leadership teams
- Conduct root cause analysis on support trends to identify areas for improvement, including for negative CSAT ratings
- Identify and eliminate bottlenecks in support processes
- Document SOPs and knowledge base articles for internal operations
- Collaborate with Support Leadership to implement new support models or policy changes
- Liaise with Product, Engineering, and Customer Success to escalate issues or share feedback
- Collaborate with Documentation and Training teams to create client facing enablement material (articles, eLearnings) that help with platform usability, and work to prevent support tickets
- Work with Product Analytics to build consistent support reporting across systems (i.e. Zendesk / Domo)
- Ensure seamless communication of product updates and outages to support teams, assisting with Client communication processes, and leveraging related tooling (i.e StatusPage). Collaboration with Platform Ops required
- Help align support activities with product launches or feature changes
- Review Support handoff documentation from Product, to digest, and tailor to enablement for support staff (i.e. documentation, live training, etc.)
- Conduct regular audits of ticket tagging, escalations, and SLA adherence
- Support initiatives around support readiness, compliance, and customer feedback loops
- Provide reduction in ticket resolution time and backlog
- Provide solutions for in ticket deflection / self service rate metrics, empowering clients to solve more of their own issues independently
- Drive reduction in onboarding time for new hires, with support function readiness timeline improvements
- Improve support team efficiency (case handling rate, first-response time
Application process
- Note: Our interview process for all final-round candidates requires a mandatory in-person interview or a live, scheduled video conference with the hiring manager
Our take
Cybersecurity threats are increasingly urgent for businesses, governments, and citizens worldwide, growing in both number and sophistication. Recorded Future has spent over a decade developing a solution to this problem. Its platform leverages billions of data points from across the internet, including dark web sources, state actors, and vulnerability information, to identify and anticipate cybersecurity threats.
While many cybersecurity firms are emerging due to the surging demand, Recorded Future stands out with its market-leading pedigree. Originally funded by In-Q-Tel and Google, its clients include private contractors for the US Intelligence Community, and it has produced influential reports on major cybersecurity issues.
Continuing to expand its capabilities, by adding identity intelligence, attack surface intelligence, and card fraud intelligence. Partnering with companies like Microsoft, it researches new cyber threats. To stay ahead in the evolving cybersecurity field, it must maintain this momentum, and all signs suggest it has the resources, talent, and ambition to succeed.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2017
$25m
SERIES E
Apr 2015
$12m
SERIES D
Total funding: $58.7m
Company benefits
- Professional development and career advancement
- Flexible work environment, be yourself
- Generous vacation policy
- Wellness programs
- Company outings
- Free snacks, drinks, and coffee in the office
- Parental leave program
- Environmentally conscious
Company HQ
Powder House Square, Somerville, MA
Leadership
Staffan Truvé
(CTO)Chairman at Makewave AB, Interspecrtal, and Qamcom Research and Technology, alongside being a Board Member at Vinnoca and WASP.
Christopher Ahlberg
(CEO)Previously the founder & CEO of TIBCO Software. Now a Board Member for the Hult International Business School and the Global Emancipation Network.
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