UpGuard

3 weeks ago

Technical Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Provide world-class technical support to UpGuard customers and the community by investigating and explaining technical issues, escalating complex inquiries, and helping customers remediate risks identified through the platform. Maintain and improve internal and external knowledge bases, educate users on maximizing success, and collaborate with security engineers and product to drive improvements. Use AI and modern tooling while working asynchronously across a global team.

Location: Manila

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide technical support and analyze customer issues for the UpGuard community and staff globally.
•Handle technical inquiries, including cross-departmental escalations with security engineers and the security committee.
•Develop, maintain, and update internal and external knowledge bases, including content suggestions and revisions.
•Analyze, investigate, and explain how customers can remediate risks identified via the platform.
•Upskill and educate the community, manage ticket escalations, and advocate with the product team on features and improvements.

Pay and Benefits

Perks:Remote WorkLearning BudgetAnnual LeaveParental LeavePaid Leave

Key Requirements

•Experience investigating and replicating technical issues in a customer-facing role.
•Experience managing various AI models.
•Strong working knowledge of tiered support systems.
•Experience using the Linux command line and identifying cybersecurity risks.
•Strong foundation in IT tools and standards including Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, Email Security, n8n, and AI & API.

Experience:Customer support

Skills:Critical thinkingCommunicationCollaborationSelf-motivation

Languages:Japanese

Tech Stack:LinuxNmapCurlHTTP/HTTPSDNSSSL/TLSEmail SecurityN8nAIAPI

Company Brief

UpGuard

Provides cybersecurity solutions including risk ratings, third-party vendor risk management, and data breach detection to help organizations assess and reduce cyber risk across their digital supply chain.

Industry: Cybersecurity

Company Size: Medium (51 to 250 employees)

Growth: Established Company

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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UpGuard

3 weeks ago

Technical Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide technical support and analyze customer issues for the UpGuard community and staff globally.
•Handle technical inquiries, including cross-departmental escalations with security engineers and the security committee.
•Develop, maintain, and update internal and external knowledge bases, including content suggestions and revisions.
•Analyze, investigate, and explain how customers can remediate risks identified via the platform.
•Upskill and educate the community, manage ticket escalations, and advocate with the product team on features and improvements.

Pay and Benefits

Perks:Remote WorkLearning BudgetAnnual LeaveParental LeavePaid Leave

Key Requirements

•Experience investigating and replicating technical issues in a customer-facing role.
•Experience managing various AI models.
•Strong working knowledge of tiered support systems.
•Experience using the Linux command line and identifying cybersecurity risks.
•Strong foundation in IT tools and standards including Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, Email Security, n8n, and AI & API.

Experience:Customer support

Skills:Critical thinkingCommunicationCollaborationSelf-motivation

Languages:Japanese

Tech Stack:LinuxNmapCurlHTTP/HTTPSDNSSSL/TLSEmail SecurityN8nAIAPI

Company Brief

UpGuard

Industry: Cybersecurity

Company Size: Medium (51 to 250 employees)

Growth: Established Company

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn