Associate Technical Support Analyst

Associate Technical Support Analyst

Join our dynamic cybersecurity team as an Associate Technical Support Analyst and play a critical role in delivering world-class technical support to GreyMatter Digital Risk Protection end users, helping to safeguard our clients from digital threats. If you are passionate about cybersecurity, cyber threat intelligence and working directly with clients to achieve maximum value from Relia Quest's cutting-edge cybersecurity solutions, this role is a unique opportunity to thrive in a challenging yet rewarding environment which provides tangible skills and experience needed for a career in cybersecurity.

The everyday hustle:

• Act as the main point of contact for all inbound queries, issues and requests associated with the Relia Quest GreyMatter Digital Risk Protection platform.
• Deliver excellent support and best practice guidance to end users, helping clients achieve maximum value from our product.
• Efficient troubleshooting and successful resolution of technical support issues.
• Manage relationships with clients and internal teams including Product, Engineering and Customer Success to deliver effective resolutions.
• Engage in effective communication with various entities to facilitate the takedown of fraudulent or impersonating domains, social media profiles and mobile applications violating relevant regulations or policies.
• Communicate with clients to gather evidence necessary for successful digital content and domain takedowns.
• Documentation and reporting of findings and updates relevant to digital content takedowns, ensuring accuracy and efficiency.
• Develop and maintain an up to date, deep working knowledge of our product and service.
• Stay informed about the changing cyber threat landscape, regulations and industry best practices associated with cyber threat intelligence and digital content removal.

Do you have what it takes?

• 1 or more years of experience in at least one of the following: Technical Support, Computer Networking, IT, Customer Success, Technical Consulting, digital content removal or a B2B technical client services role.
• Experience working with Enterprise clients across multiple time-zones.
• Bachelors (or higher) degree in a relevant field e.g. cybersecurity, computer science, or intelligence is desirable but not essential. Candidates with equivalent professional experience or qualifications are invited to apply.
• Exceptional English communication skills, both written and verbal, with the ability to articulate complex technical issues clearly and concisely.
• Comfortable engaging directly with clients daily, capable of effectively overcoming objections and professionally addressing client concerns.
• Excellent workload management skills, focusing time where most value can be delivered whilst balancing competing requirements.
• Ability to adapt to a fast-paced, dynamic work environment and learn new products efficiently.
• Detail oriented with excellent problem solving and analytical skills.
• Must demonstrate a positive attitude to work, great energy, and effort.
• Must be adaptable, focussed, accountable and helpful.
• Familiarity with the cybersecurity threat landscape, knowledge of internet infrastructure, domain registration processes and/or digital content takedowns is highly desirable but not essential.

What makes you uncommon?

• Specific experience using Service Now or equivalent software to manage communication with clients.
• Specific experience using JIRA to manage technical escalations to internal teams.
• Professional qualifications relating to cybersecurity, threat intelligence, internet technologies, technical support, open-source intelligence (OSINT), customer success or direct professional experience with any of these.