Customer Support Analyst

**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.

Our Product team at UpGuard comprises of 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 organizations 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.

**Where does this role fit in?**

UpGuard has just come off the back of a record-breaking year, sales have grown by 128%, and new customer velocity has increased by over 179%. With that, 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 risks.
- 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 will give you an edge?**:

- Experience with tools such as CRMs, Hubspot, Asana, and Notion.
- Understanding and implementing cybersecurity best practices, Network Security, and Risk Remediation.
- Balance of technical and customer-facing skills.

**What's in it for you?**:

- ** 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.

LI-LW1

As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protect