Technical Support Analyst

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

📋 Description

• Delivering technical support and analysis to the UpGuard Community and staff worldwide while ensuring exceptional enterprise support for our clients.

• Handling all technical inquiries, including collaborative and interdepartmental escalations with our security committee and engineers.

• Developing, maintaining, and updating the internal knowledge base, while also contributing to the external knowledge base by offering content suggestions, revisions, and ongoing support as necessary.

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

• Overseeing communications with our security engineers and customers regarding ticket escalations and bugs.

• Analyzing, investigating, and explaining how customers can remediate risks identified via the platform, utilizing both internal and external tools to verify and clarify these risks.

• Representing the UpGuard Community to the product team to advocate for the implementation of features, improvements, and analysis.

• Creating and innovating with AI and advanced technologies.

⛳️ Requirements

• Proven experience in investigating and replicating technical issues in a customer-facing role.

• Familiarity with managing various AI models.

• Understanding of working across tiered support systems.

• Proficiency with the Linux command line is essential.

• Ability to identify and verify cybersecurity risks.

• Strong foundational knowledge of IT tools and standards, including Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, Email Security, n8n, AI & API.

• Critical thinking skills to analyze and resolve complex problems while providing timely solutions.

• Excellent verbal and written communication abilities.

• Capacity to collaborate creatively across multiple teams and regions, with the ability to work asynchronously being crucial, as we operate as a global team.

• Self-driven, participatory, and eager to continuously learn and adapt to new tools and technologies.

🏝️ Benefits

• Monthly lifestyle subsidy to support financial, physical, and mental well-being.

• Work-from-home setup allowance to ensure you have an optimal working environment; assistance will be provided within your first 3 months at UpGuard.

• Annual Learning & Development allowance of $1500 USD to support your career growth, allowing all team members to expense development opportunities against this allowance.

• Generous annual leave/PTO allowances to give you time to recharge.

• 18 weeks of paid parental leave, regardless of the parenting role.

• Personal leave allowance, which includes sick and carer’s leave.

• Fully remote working environment; although we have physical offices in Sydney and Hobart, attendance is not mandatory.

• Provision of top-spec hardware, including laptops, for all team members.

• Generative AI subsidy where UpGuard provides paid subscriptions for all team members to access generative AI tools to enhance their work.