Senior Technical Support Operations Analyst at Recorded Future

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Intelligence, TechnologyIndustries

Requirements

5+ years experience in support operations, business operations, or technical support
Experience with customer support platforms (e.g., Zendesk, JIRA, Freshdesk, Salesforce Service Cloud)
Strong analytical skills; proficiency in Excel, SQL, or BI tools (e.g., Tableau, Looker, Domo)
Excellent communication and project management skills
Familiarity with ITIL or customer support best practices is a plus

Responsibilities

Administer and optimize support systems (e.g., Zendesk)
Manage workflows, SLAs, routing rules, macros, and automations in support tools, including those that incorporate AI
Support new hire onboarding and enablement plans, including configuration needs for support tiers
Monitor KPIs such as ticket volume, resolution time, CSAT, and backlog
Build and maintain dashboards and reports to inform decision-making (e.g., Zendesk Explore, Domo)
Assist Support Leadership with monthly metrics distribution to cross-functional leadership teams
Conduct root cause analysis on support trends to identify areas for improvement, including for negative CSAT ratings
Identify and eliminate bottlenecks in support processes
Document SOPs and knowledge base articles for internal operations
Collaborate with Support Leadership to implement new support models or policy changes
Liaise with Product, Engineering, and Customer Success to escalate issues or share feedback
Collaborate with Documentation and Training teams to create client-facing enablement material (articles, eLearnings) that help with platform usability and prevent support tickets
Work with Product Analytics to build consistent support reporting across systems (e.g., Zendesk / Domo)
Ensure seamless communication of product updates and outages to support teams, assisting with client communication processes and leveraging related tooling (e.g., StatusPage); collaborate with Platform Ops
Help align support activities with product launches or feature changes
Review support handoff documentation from Product, digest it, and tailor to enablement for support staff (e.g., documentation, live training)
Conduct regular audits of ticket tagging, escalations, and SLA adherence
Support initiatives around support readiness, compliance, and customer feedback loops
Provide reduction in ticket resolution time and backlog
Provide solutions for in-ticket deflection / self-service rate metrics, empowering clients to solve more issues independently
Drive reduction in onboarding time for new hires, with support function readiness timeline improvements
Improve support team efficiency (case handling rate, first-response time)

Skills

Key technologies and capabilities for this role

ZendeskZendesk ExploreDomoSLAsWorkflow ManagementAutomationsAIKPIsDashboardsReportingRoot Cause AnalysisSOPsKnowledge BaseStatusPage

Questions & Answers

Common questions about this position

What experience is required for the Senior Technical Support Operations Analyst role?

Candidates need 5+ years of experience in support operations, business operations, or technical support.

What technical skills are needed for this position?

Experience with customer support platforms like Zendesk, JIRA, Freshdesk, or Salesforce Service Cloud is required, along with strong analytical skills and proficiency in Excel, SQL, or BI tools such as Tableau, Looker, or Domo.

What soft skills are important for this role?

Excellent communication and project management skills are essential, along with familiarity with ITIL or customer support best practices.

Is this position remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Recorded Future

Provides machine-readable threat intelligence solutions

About Recorded Future

Recorded Future provides threat intelligence in the cybersecurity industry by gathering and analyzing information about potential threats to organizations. Their intelligence is delivered in a machine-readable format, making it easy for clients like threat analysts and security teams to integrate with their existing systems. Unlike competitors, Recorded Future focuses on partnerships with Value Added Resellers (VARs) to enhance their offerings and provide comprehensive support. The company's goal is to help organizations lower the risk of cyber attacks through effective threat intelligence.

Somerville, MassachusettsHeadquarters

2009Year Founded

$57.1MTotal Funding

ACQUISITIONCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Professional development and career advancement

Flexible work environment, be yourself

Generous vacation policy

Wellness programs

Company outings

Competitive compensation and benefits

Free snacks, drinks, and coffee in the office

Parental leave program

Environmentally conscious

Risks

Integration challenges with Mastercard's systems could delay synergy realization post-acquisition.

The acquisition may shift strategic priorities, alienating clients preferring independent operations.

Competitive pressures from European cybertech firms may impact the Filigran partnership.

Differentiation

Recorded Future offers machine-readable threat intelligence for seamless integration with security systems.

The company indexes data from open, dark web, and technical sources for comprehensive insights.

Recorded Future partners with VARs, enhancing their reach and providing hands-on support.

Upsides

Mastercard's acquisition enhances Recorded Future's AI capabilities for improved cybersecurity services.

Integration with XDR platforms offers a comprehensive security approach for Recorded Future.

The rise of zero-trust models allows Recorded Future to tailor its threat intelligence offerings.

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