About the role

As Jr. Customer Support Engineer, you will be the main interface between our company and our customers. Analyst1 is a complex software helping security teams achieve complex goals, and our users need help! From “how do I…” usage questions to emergency outages, the Jr. Customer Support Engineer will act as the first point of contact for Analyst1’s inbound customer requests. This position is the foundation of our support team, operating as tier 1 in a broader customer-facing team.

Additionally, you will help with new requests where you’re able, and otherwise gather information needed for the next stage of escalation. Using macros and workflows in Zendesk, as well as your own customer service skills. In this role, you will perform basic troubleshooting on both SaaS and on-premises installations of the Analyst1 software and work with a highly collaborative team!

What you’ll do

• Monitor and respond to new requests to the support team.
• Conference call with customers to troubleshoot issues and gather information.
• Directly access and manage SaaS and/or PaaS instances of our software.
• Learn and train others on a highly configurable cyber threat intelligence platform. 
• Own simple issues and questions from initial request through to happy customer.
• Contribute to Analyst1’s growing library of internal and external documentation.
• Assist with/provide feedback with maintenance of internal test and pilot instances of Analyst1.
• Provide product feedback to product team based on customer experiences. 

What you’ll bring

• Strong desire and curiosity to learn and problem solve.
• 2 years of Linux/Unix usage, we use Red Hat and Rocky.
• 2 years of relational database usage, we use PostgreSQL.
• Experience working in a help desk/ticket-focused work environment.
• Strong written and verbal communication with customers (end users, system administrators, and project managers).
• Application troubleshooting experience.
• Experience reviewing logs.
• Knowledge of enterprise level businesses and inner IT workings. 
• BA/BS or equivalent combination of education and experience.

Bonus if you have

• Experience with cyber intelligence, cyber automation, or cyber defense roles & industry. 
• Scripting or programming experience.
• AWS Commercial and/or GovCloud experience.
• Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanner, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms.
• Past performance in SOC, CTI, Incident Response, or other related cyber security teams. 
• Past performance in engineering API based integration solutions between commercial products.
• Background as government civilian or contractor.

The US base salary range for this full-time position is $70k - $90k.

Analyst1 salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, location and relevant education or training.

This position does not provide sponsorship