Product Support Analyst

The Product Support Analyst will provide front and back-end support for the Recorded Future web application interface and API endpoints, explaining product feature functionality and guiding clients to solutions within the platform. Responsibilities include supporting the deployment of Recorded Future Threat Intelligence data in customer environments, such as SIEMs, ticketing systems, incident response tools, and SOAR products, as well as supporting productized integration solutions across various enterprise security architectures, applications, and tools. The role involves working with Product and Development teams for incident escalation and advocating for product enhancements on behalf of clients. Key duties include managing multiple projects and tasks in a dynamic environment, working during APJ business hours (9am - 5pm JST) to support clients in Japan and the Asia Pacific region, and participating in an on-call rotation for off-hours support coverage. Occasional mentoring of less senior support groups and contributing to centralized knowledge base solutions for incident resolution are also expected.