Technical Support Analyst

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Delivering Technical Support for the UpGuard Community and staff worldwide while ensuring exceptional enterprise assistance for our clients.

• Handling all technical inquiries, including collaborative and cross-departmental escalations involving our security committee and engineers.

• Updating, maintaining, and developing comprehensive internal and external knowledge base documentation.

• Enhancing skills and educating our community on how to optimize their success within our platform.

• Managing communications with our security engineers and clients regarding ticket escalations.

• Analyzing, investigating, and addressing risks identified in the community’s attack surface.

• Advocating for the UpGuard Community with the product team to facilitate the implementation of features, enhancements, and analyses.

⛳️ Requirements

• Minimum of 1 year experience in technical support is preferred.

• Bilingual proficiency in English and Spanish for business communication.

• Understanding of operating within tiered support systems.

• Essential experience with the Linux command line.

• Skills in identifying and assessing cyber security risks.

• Strong foundational knowledge of the following IT tools and standards: Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, and Email Security.

• Critical thinking abilities to investigate and resolve complex issues while providing timely solutions.

• Excellent verbal and written communication capabilities.

• Ability to work collaboratively and creatively across various teams.

• Self-motivated, engaged, and eager to continuously learn and adapt to new tools and technologies.

• Ability to innovate and create using AI and advanced technologies.

🏝️ Benefits

• **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.