Recorded Future
Recorded Future is the world’s most advanced and largest intelligence company, delivering threat intelligence to over 1,900 clients worldwide.
We are looking for a Product Support Analyst to join our Product organization, driving problem solving, product bug escalations, threat intelligence solution support, and intelligence alert configuration tuning.
Base pay range: $66,000.00 / yr – $99,000.00 / yr.
Responsibilities
Resolve client inquiries from the Recorded Future application portal and API, providing guidance on product functionality.
Support custom solutions for customers using our APIs and partner integrations.
Provide front‑ and back‑end support of the Recorded Future web application interface and API endpoints.
Explain product feature functionality and help clients find solutions within the platform.
Support deployments of Recorded Future Threat Intelligence data in customer environments, including SIEMs, ticketing systems, incident response tools, and SOAR products.
Assist with productized integration solutions across diverse enterprise security architectures, applications, and tools.
Manage multiple projects and tasks in a dynamic, fast‑paced environment.
Work U.S. hours (9 am – 5 pm EST) plus an on‑call rotation with some off‑hour requests from U.S. and global clients.
Work onsite at the Recorded Future office 4 days a week with a 1 day a week remote work option.
Coordinate with Product and Development teams to escalate incidents and advocate for product enhancements on the client’s behalf.
Qualifications
Experience as a problem‑solving expert handling security technology and products.
Experience mentoring less senior/more junior support groups and adding centralized knowledge base solutions.
Strong technical foundation in security and intelligence principles, and SaaS platforms.
Passion for working with security professionals and business stakeholders to support cyber threat intelligence solutions and services.
The hunger and drive to succeed in a fast‑moving startup environment.
Experience providing extensive product support to end customers in a SaaS platform.
Ability to diagnose and address challenging application issues.
Ability to work independently and proactively.
Adequate work experience in information security, cybersecurity, or security operations.
Demonstrated technical communication skills with customers, analysts, and developers.
Solid foundation in basic network and Internet protocols.
A+ / Network+ / Security+/ HDI‑CSR certifications preferred.
Experience with SIEMs (Splunk, QRadar, LogRhythm) and other security tools (TIPs, Vulnerability Management, Security Orchestration and Automation).
Experience with REST APIs and JSON is a plus.
Experience using ticket systems and associated workflows (Zendesk and JIRA is a plus).
Benefits & Compensation In addition to the base salary range, this full‑time position may be eligible for incentive compensation, equity, and a comprehensive benefits package that includes medical, dental, vision, life insurance, and a 401(k) plan.
Equality & Diversity Statement Recorded Future is an equal‑opportunity and affirmative‑action employer. We encourage candidates from all backgrounds to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other protected characteristic. We are committed to maintaining an environment that attracts and retains talent from diverse experiences, backgrounds, and lifestyles.
Agency Notice We do not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future will become the property of Recorded Future and will not be accepted. Submissions made without a valid written agreement and authorization will not be accepted, and no fees will be paid.
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We are looking for a Product Support Analyst to join our Product organization, driving problem solving, product bug escalations, threat intelligence solution support, and intelligence alert configuration tuning.
Base pay range: $66,000.00 / yr – $99,000.00 / yr.
Responsibilities
Resolve client inquiries from the Recorded Future application portal and API, providing guidance on product functionality.
Support custom solutions for customers using our APIs and partner integrations.
Provide front‑ and back‑end support of the Recorded Future web application interface and API endpoints.
Explain product feature functionality and help clients find solutions within the platform.
Support deployments of Recorded Future Threat Intelligence data in customer environments, including SIEMs, ticketing systems, incident response tools, and SOAR products.
Assist with productized integration solutions across diverse enterprise security architectures, applications, and tools.
Manage multiple projects and tasks in a dynamic, fast‑paced environment.
Work U.S. hours (9 am – 5 pm EST) plus an on‑call rotation with some off‑hour requests from U.S. and global clients.
Work onsite at the Recorded Future office 4 days a week with a 1 day a week remote work option.
Coordinate with Product and Development teams to escalate incidents and advocate for product enhancements on the client’s behalf.
Qualifications
Experience as a problem‑solving expert handling security technology and products.
Experience mentoring less senior/more junior support groups and adding centralized knowledge base solutions.
Strong technical foundation in security and intelligence principles, and SaaS platforms.
Passion for working with security professionals and business stakeholders to support cyber threat intelligence solutions and services.
The hunger and drive to succeed in a fast‑moving startup environment.
Experience providing extensive product support to end customers in a SaaS platform.
Ability to diagnose and address challenging application issues.
Ability to work independently and proactively.
Adequate work experience in information security, cybersecurity, or security operations.
Demonstrated technical communication skills with customers, analysts, and developers.
Solid foundation in basic network and Internet protocols.
A+ / Network+ / Security+/ HDI‑CSR certifications preferred.
Experience with SIEMs (Splunk, QRadar, LogRhythm) and other security tools (TIPs, Vulnerability Management, Security Orchestration and Automation).
Experience with REST APIs and JSON is a plus.
Experience using ticket systems and associated workflows (Zendesk and JIRA is a plus).
Benefits & Compensation In addition to the base salary range, this full‑time position may be eligible for incentive compensation, equity, and a comprehensive benefits package that includes medical, dental, vision, life insurance, and a 401(k) plan.
Equality & Diversity Statement Recorded Future is an equal‑opportunity and affirmative‑action employer. We encourage candidates from all backgrounds to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other protected characteristic. We are committed to maintaining an environment that attracts and retains talent from diverse experiences, backgrounds, and lifestyles.
Agency Notice We do not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future will become the property of Recorded Future and will not be accepted. Submissions made without a valid written agreement and authorization will not be accepted, and no fees will be paid.
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