Product Support Analyst

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

Japanese description follows English) (日本語の説明は英語の後に続きます）

The Product Support Analyst role is part of our Global Intelligence Services group, driving problem solving, product bug escalations, and threat intelligence solutions support.

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 installation and operational issues for our customers that are using our various APIs, and partner integrations. The working hours for this role will be during APJ business hours (9am - 5pm JST), where you will be primarily supporting our Japanese and Asia Pacific clients during their regular business hours, as well as off hours requests from our U.S. or European / META clients, out of our Tokyo, Japan office.

We’re looking for a candidate with :

• Experience as a problem-solving expert handling security technology and products.
• Experience occasionally mentoring less senior / more junior support groups, and adding centralized knowledge base solutions to assist the overall group in incident resolution
• A strong technical foundation in security and intelligence principles, as well as Saas platforms
• Passion for being out in the field working with both security professionals and business stakeholders to support cyber threat intelligence solutions and services.
• The hunger and drive to succeed in a startup environment

Responsibilities :

Qualifications

Recorded FutureのアプリケーションポータルやAPIに関連するお客様からの問い合わせを解決し、製品機能に関するガイダンスを提供します。

APIやパートナー製品との連携機能をご利用中のお客様に対してインストールや運用上の関する技術支援を実施し、必要に応じて実作業を伴う対応も行います。

APJ（アジア太平洋）地域の標準営業日（日本時間9時〜17時）となり、東京オフィスを拠点に、APJ地域のお客様への対応が主な業務となります。併せて、米国および欧州・中東・アフリカ（EMEA）地域のお客様からの時間外リクエストにも対応します。

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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 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.