Technical Support Analyst

Who are we UpGuard’s mission is to make life easier for security teams. We meticulously create robust solutions that enable our customers to identify, assess, and remediate cybersecurity risk across their attack surface, vendor ecosystem, workforce, and trust relationships. Our integrated cyber risk posture management platform combines comprehensive security ratings, instant risk assessments, templated security questionnaires, threat intelligence capabilities, and agentic AI to give organizations a holistic view of their risk surface. Our Product team at UpGuard comprises Product Management, Product Support, Engineering, Design, Data Leads, Detection, and Third Party Risk Management Services. Our 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, rely on, and consistently improve. Where does this role fit in UpGuard is consistently growing year on year and 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 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 and 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. Managing communications with our security engineers and customers on ticket escalations. Analyzing, investigating, and remediating risks identified in the community’s attack surface. Advocating on behalf of the UpGuard Community with the product team to implement feature improvements and analyses. What do we need from you Desired 1 year of experience providing technical support. Bilingual in English and Spanish to a business proficiency. 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. Create and innovate using AI and cutting‑edge 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. Whats 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, 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 & carers 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. Additional Information UpGuard is a Certified Great Place to Work in the US, Australia, UK, and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work—apply now to find out why 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 identity, national origin, age, marital status, protected veteran status, or disability status. For applications to positions in the United States please note that we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC. Before starting work with us you will need to undertake a national police history check and reference checks. Also please note that we cannot support candidates requiring visa sponsorship or relocation. We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us. Additional Details Employment Type: Full‑Time Vacancy: 1 Experience: years Required Experience: IC #J-18808-Ljbffr