Senior Product Support Analyst

Job Description

Recorded Future, a leading intelligence company, is seeking a Senior Product Support Analyst to join their Global Intelligence Services group in Tokyo, Japan. This role involves problem-solving, escalating product bugs, and supporting threat intelligence solutions for clients in the APJ region, with occasional support for US and European clients. The analyst will work during APJ business hours (9am - 5pm JST).

Responsibilities:

• Providing front and back-end support for the Recorded Future web application and API endpoints.
• Explaining product feature functionality and guiding clients to solutions.
• Supporting deployments of Recorded Future Threat Intelligence data in customer environments.
• Supporting productized integration solutions across various enterprise security architectures.
• Collaborating with Product and Development teams to escalate incidents and advocate for product enhancements.
• Managing multiple projects in a fast-paced environment.
• Participating in on-call rotation for emergency off-hours support.

Requirements:

• Native-level Japanese and business-level English.
• Minimum 3 years in the Japanese IT/SaaS industry.
• 2+ years in a SaaS/Product Support role, preferably with threat intelligence/cybersecurity experience.
• Experience providing product support to end customers on a SaaS platform.
• Strong problem-solving and troubleshooting skills.
• Knowledge of network and internet protocols.
• Experience with SIEMs and REST APIs is a plus.

The role offers:

• Opportunity to work with a global team.
• Chance to enhance skills in threat intelligence and cybersecurity.
• Dynamic and fast-paced work environment.