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Technical Support Analyst - upguard
Software Engineer
Seeking a Technical Support Analyst to assist customers with UpGuard's Cyber Risk Posture Management platform. Responsibilities include troubleshooting, providing technical guidance, and ensuring customer satisfaction with AI-driven security solutions.
About the role
Key Responsibilities
- Provide exceptional technical support to UpGuard customers via various channels (email, chat, phone).
- Troubleshoot and resolve complex technical issues related to the Cyber Risk Posture Management (CRPM) platform.
- Educate customers on platform features, best practices, and potential solutions.
- Collaborate with engineering and product teams to identify and address product bugs and improvements.
- Document support interactions, solutions, and customer feedback.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
Requirements
- Proven experience in a technical support or customer success role, preferably in a SaaS environment.
- Strong understanding of cybersecurity concepts and risk management.
- Excellent problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
- Familiarity with APIs and data integration is a plus.
- Ability to communicate technical information clearly and effectively to both technical and non-technical audiences.
Skills
technical supportcustomer servicetroubleshootingcybersecurityapi