Customer Support Analyst

October 10

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UpGuard

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IT Management • Cyber Insurance • Third Party Risk • Cyber Resilience • Cyber Risk

51 - 200

Description

• Who are we? • UpGuard’s mission is to protect the world’s data. • We seek to enable our customers to find, acknowledge, and remediate cyber risk. • Our Product team aims to become the leader in Cyber VRM by providing a best-in-class SaaS platform. • Where does this role fit in? • We need a Customer Support Analyst to help existing and new customers be successful. • Analyze causes of our customer’s greatest pain points and work closely to mitigate them. • Solicit feedback from customers and colleagues to improve UpGuard over time.

Requirements

• Desired 1 year of experience providing technical support. • Comprehension of working across tiered support systems. • Experience with the Linux command line is essential. • Identifying and verifying cyber security risks. • A strong foundation of understanding in the following IT tools and standards: Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, and Email Security. • 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. • Self-motivated, participatory, and eager to continuously learn and adapt to new tools and technologies.

Benefits

• Monthly Lifestyle subsidy: use this for financial, physical, and mental wellbeing. • 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. • Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security & online privacy protection platform. • Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.