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With 1,000 intelligence professionals, over $300M in sales, and serving over 1,800 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

This Technical Product Support Engineer role is embedded in our Data Science group. Data Science (DS) is a group of data engineering, curation, and data science professionals who are responsible for the analytics and data collection of many Recorded Future products. 

In this job, you are a critical escalation-tier member of our global support team. Cases specific to DS group’s areas of ownership are escalated to you by other support analysts, customer success managers, data curators, and engineers. You apply DS-specific expertise and troubleshooting skills to triage and resolve these escalated cases. You learn and expand these skills by working closely with DS engineers.

The candidate we are looking for:

• Has proven problem-solving skills with a complex SaaS product
• Is passionate about helping customers and teammates
• Is curious about cybersecurity challenges and data problems
• Has thrived in a fast-paced, results-oriented environment
• Has helped onboard and train less experienced teammates

What you'll do as the Product Support Analyst:

• Triage incoming escalations. 
• Apply troubleshooting procedures to resolve cases.
• Redirect cases with clear, confirmed facts to the DS teammates who can best resolve it.
• Build our group's knowledge base of solutions and toolbench of troubleshooting procedures. Regularly review recent cases to extract content we can use again.
• Communicate with your peers in our global support and customer success organization. Share knowledge, hear challenges, and find ways to work better together across groups and geographies.

What you'll bring as the Product Support Analyst:

• Operating Systems and Networking
• Linux: familiarity with Linux (or MacOS) concepts, including user management and file systems.
• Understanding of networking concepts (e.g., TCP/IP, DNS, routing, firewalls) and troubleshooting tools (e.g., ping, traceroute, netstat).
• Familiar with Linux scripting languages (e.g., Bash, python) for automating tasks and troubleshooting.
• Familiar with use of REST style APIs as part of troubleshooting procedures
• General Databases: familiar with use of databases in support of another product, (MongoDB, ElasticSearch)
• Experience supporting another SaaS product

Optional Qualifications - the best qualified candidates for this job will have: 

• Work experience in information security or cybersecurity
• Experience with REST APIs and JSON 
• Solid foundation in computer networking and internet protocols
• A+ / Network+ / Security+/ HDI-CSR certifications

 

Why should you join Recorded Future?
Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

Want more info? 
Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence
Instagram & Twitter: What’s happening at Recorded Future
The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field
Timeline: History of Recorded Future
Recognition: Check out our awards and announcements

We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles.  By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.

If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at [email protected] 

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.

Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

 

Notice to Agency and Search Firm Representatives:
Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes.

Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.