UpGuard - Technical Support Analyst

• UpGuard has just come off the back of a record-breaking year, with sales growing by 128% and new customer velocity increasing by over 179%. With that, we need a Technical Support Analyst to help our existing and new customers achieve success. • As a Technical Support Analyst, you'll analyze the causes of our customers’ greatest pain points and work closely to mitigate them. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant and unique insight into the world's most important industries and institutions. • What will you accomplish? • Providing Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers. • Responsible for all technical inquiries, including collaborative and cross-departmental escalations with our security committee and engineers. • Responsible for developing, maintaining, and updating the internal knowledge base, while contributing to the external knowledge base by providing content suggestions, revisions, and ongoing support if needed. • Upskilling and educating our community on how to maximize their success within our platform. • Manage communications with our security engineers and customers on ticket escalations and bugs. • Analyze, investigate, and explain how customers can remediate risks as identified via the platform. This includes using internal and external tools to verify and explain identified risks. • Advocate on behalf of UpGuard Community with the product team to implement features, improvements, and analysis. • Create and innovate using AI and cutting-edge technologies. • What do we need from you? • Experience in investigating and replicating Technical Issues in a customer-facing role. • Monthly Lifestyle subsidy: use this for financial, physical, and mental well-being. • WFH set-up allowance: to ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard. • $1500 USD annual Learning & Development allowance: to support your career development, all team members will be able to expense development opportunities against this allowance. • Generous Annual Leave/PTO allowances: time to recharge your batteries. • 18 weeks paid Parental Leave: irrespective of parenting role. • Personal Leave allowance: this includes sick & carer’s leave. • Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance. • Top-spec hardware: all team members will be provided with top-spec laptops for their roles. • Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work. • UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!