Product Support Analyst (Cybersecurity)

TL;DR

Product Support Analyst (Cybersecurity): Resolving client inquiries and escalating product bugs for a threat intelligence platform with an accent on supporting deployments in customer environments and integrating with various enterprise security tools. Focus on diagnosing challenging application issues, providing product functionality guidance, and managing multiple technical support tasks in a fast-paced environment.

Location: Hybrid in Gothenburg, Sweden (4 days onsite, 1 day remote)

Company

hirify.global is the world’s most advanced, and largest, intelligence company specializing in cyber threat intelligence solutions.

What you will do

• Provide front-end and back-end support for the hirify.global web application interface and API endpoints.
• Guide clients on product functionality and how to find solutions within the platform.
• Support deployments of hirify.global 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 with Product and Development teams in escalation of incidents and advocating for product enhancements on the client’s behalf.

Requirements

• Experience as a problem-solving expert handling security technology and products.
• Strong technical foundation in security and intelligence principles, as well as SaaS platforms.
• Ability to diagnose and address challenging application issues.
• Experience providing extensive product support to end customers in a SaaS platform.
• Adequate work experience in information security, Cybersecurity, or Security Operations.
• Solid foundation in basic network and internet protocols.

Nice to have

• Experience with SIEMs (Splunk, QRadar, LogRhythm) and other security tools.
• Experience with REST APIs and JSON.
• Experience utilizing ticket systems and associated workflows (Zendesk and JIRA).
• A+ / Network+ / Security+/ HDI-CSR certifications.

Culture & Benefits

• Work with a company embodying high standards, practicing inclusion, and acting ethically.
• Join a diverse team representing over 40 nationalities.
• Empowering clients with intelligence to disrupt adversaries.
• Opportunity to succeed in a high-energy, fast-paced, and fast-growing company.
• Support of a seasoned executive management team and world-class investors.
• Opportunity to mentor less senior/more junior support groups.

Hiring process

• Mandatory in-person interview or a live, scheduled video conference with the hiring manager for all final-round candidates.
• Interviews are not conducted via instant messaging or text.
• All communications during the application process will come from individuals within the HR department via their hirify.global email address.