With 1,000 intelligence professionals, over $300M in sales, and serving over 1,800 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!
This Technical Product Support Engineer role is embedded in our Data Science group. Data Science (DS) is a group of data engineering, curation, and data science professionals who are responsible for the analytics and data collection of many Recorded Future products.
In this job, you are a critical escalation-tier member of our global support team. Cases specific to DS group’s areas of ownership are escalated to you by other support analysts, customer success managers, data curators, and engineers. You apply DS-specific expertise and troubleshooting skills to triage and resolve these escalated cases. You learn and expand these skills by working closely with DS engineers.
The candidate we are looking for:
- Has proven problem-solving skills with a complex SaaS product
- Is passionate about helping customers and teammates
- Is curious about cybersecurity challenges and data problems
- Has thrived in a fast-paced, results-oriented environment
- Has helped onboard and train less experienced teammates
What you'll do as the Product Support Analyst:
- Triage incoming escalations.
- Apply troubleshooting procedures to resolve cases.
- Redirect cases with clear, confirmed facts to the DS teammates who can best resolve it.
- Build our group's knowledge base of solutions and toolbench of troubleshooting procedures. Regularly review recent cases to extract content we can use again.
- Communicate with your peers in our global support and customer success organization. Share knowledge, hear challenges, and find ways to work better together across groups and geographies.
What you'll bring as the Product Support Analyst:
- Operating Systems and Networking
- Linux: familiarity with Linux (or MacOS) concepts, including user management and file systems.
- Understanding of networking concepts (e.g., TCP/IP, DNS, routing, firewalls) and troubleshooting tools (e.g., ping, traceroute, netstat).
- Familiar with Linux scripting languages (e.g., Bash, python) for automating tasks and troubleshooting.
- Familiar with use of REST style APIs as part of troubleshooting procedures
- General Databases: familiar with use of databases in support of another product, (MongoDB, ElasticSearch)
- Experience supporting another SaaS product
Optional Qualifications - the best qualified candidates for this job will have:
- Work experience in information security or cybersecurity
- Experience with REST APIs and JSON
- Solid foundation in computer networking and internet protocols
- A+ / Network+ / Security+/ HDI-CSR certifications
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
- 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