Technical Support Analyst - India

Who are we?

UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.

We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate the adoption of our products to new heights.

Where does this role fit in?

We need a Customer Support Analyst to help our existing and new customers be successful. As a Customer Support Analyst, you'll analyze the causes of our customer’s 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.
• Updating, Maintaining, and developing all internal and external knowledge base documentation.
• 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.
• Analyze, investigate, and remediate risks identified in the community’s attack surface.
• Advocate on behalf of the UpGuard Community with the product team to implement features, improvements, and analysis.

What do we need from you?

• 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 risksA strong foundation of understanding in the following IT tools and standards: NmaP ,Curl ,HTTP/HTTPS, DNS, SSL/TLS,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

What would give you an edge?

• Experience with tools such as CRMs, Hubspot, Asana, and Notion
• 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?

• At UpGuard, we’re passionate about our work, but we’re also passionate about employee wellness and personal growth. We offer a competitive benefits package to help maximize the well-being of all UpGuardians. This includes:
• Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing (all regions)
• 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 (all regions)
• $1500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance (all regions)
• Generous Annual Leave/PTO allowances: time to recharge your batteries (all regions)
• 18 weeks paid Parental Leave: irrespective of parenting role (all regions)
• Personal Leave allowance: this includes sick & carer’s leave (all regions)
• Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance (all regions)
• Top-spec hardware: all team members will be provided with top-spec laptops for their role (all regions)
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security & online privacy protection platform (all regions)
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work (all regions)