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UpGuard

Posted 3 days ago

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Technical Support Analyst

ManilaRemoteFull-time

AI Summary

Technical Support Analyst at UpGuard provides world-class enterprise technical support, investigates customer pain points, collaborates across departments, manages escalations, maintains knowledge bases, and helps customers remediate cyber risks.

About this role

Who are we?
At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk.
We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface.
We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.
Our Product team at UpGuard comprises our Product Management, Product Support, Engineering, Design, Data Leaks Detection, and Third Party Risk Management Services. Our Product team’s vision is to become the leader in the Cyber VRM category by providing a best-in-class SaaS platform for organisations to manage their third-party risk and external attack surface. Our purpose as a Product team is simply to build a product that enables this. We aim to build a product that users love and come to rely on, and one that regularly and consistently improves.

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
  • Business level Japanese fluency - spoken and written

    • 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.

    • Skills

    AIAPIAsanaCRMsCURLDNSEmail SecurityHTTPHTTP/SHubspotLinux Command LineN8nNMAPNotionSSL/TLS

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