Product Support Analyst

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

The  Product Support Analyst role is part of our Product organization, driving problem solving, product bug escalations, threat intelligence solutions support, and intelligence alert configuration tuning. Our breakthrough ability to unlock insights from the web radically improves intelligence and cyber threat visibility. We’re a high-energy, fast-paced, and fast-growing company. You’ll need the ability to understand and adapt to rapid product and technology developments as we work in close partnership with customers. You’ll have the support of a seasoned executive management team and world-class investors.

You’ll be responsible for resolving client inquiries stemming from Recorded Future’s application portal and API, as well as providing guidance on product functionality. At the same time, you’ll occasionally be asked to get your hands dirty supporting custom solutions for our customers using our various APIs, and partner integrations.

The working hours for this role will be 9am - 5pm EST, (US hours). You will be supporting regular business hours, as well as part of an on call rotation with some off hours requests from our U.S. and global clients. You will work onsite at the Recorded Future office 4 days a week with a 1 day a week remote work option.

What You'll Do :

Support Operations & Tools Management

• Front and back-end support of the Recorded Future web application interface, and API endpoints
• Provide explanations of certain product feature functionality, as well guide clients on how find solutions in our platform
• Support deployments of Recorded Future Threat Intelligence data in customer environments including SIEMs, ticketing systems, incident response tools, and SOAR products.
• Support productized integration solutions across a variety of enterprise security architectures, applications, and tools.
• Manage multiple projects and tasks in a dynamic, fast-paced environment
• Work U.S. hours (9am - 5pm EST) plus an on call rotation with some off hours requests from our U.S. and Global clients
• Work onsite at the Recorded Future office 4 days a week with a 1 day a week remote work option

Cross-functional Coordination

What You'll Bring :

The base salary range for this full-time position is $66,000-$99,000. Our salary ranges are determined by role, level, and location. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by state, work location and additional factors, including job-related skills, experience, and relevant education or training. This position may be eligible for incentive compensation, equity, and medical, dental, vision, life insurance and 401K. Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.

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 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers.