Technical Support Analyst

WHO ARE WE? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale. At UpGuard, our Sales team continues to be the engine of our growth, moving beyond simple transactions to become trusted architects of digital resilience. In an era where third-party risk is more complex than ever, we maintain a highly collaborative, consultative culture that puts the customer’s security posture above all else. Following a record-breaking 2025 where we shattered revenue targets and expanded our global footprint, we are entering 2026 with even greater momentum. We are seeking high-energy individuals who thrive in a fast-paced, AI-augmented sales environment. If you are hungry to sharpen your craft, possess a relentless desire to win, and want to sell a platform that is actively neutralising global cyber threats, we want to talk to you. Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale. Our Product team at UpGuard comprises our Product Management, Product Support, Engineering, Design, Data Leaks Detection, and Third Party Risk Management Services. Our Product team’s vision is to become the leader in the Cyber VRM category by providing a best-in-class SaaS platform for organisations to manage their third-party risk and external attack surface. Our purpose as a Product team is simply to build a product that enables this. We aim to build a product that users love and come to rely on, and one that regularly and consistently improves. Why are we hiring for this role? UpGuard has just come off the back of a record-breaking year, with sales growing by 128% and new customer velocity increasing by over 179%. With that, we need a Technical Support Analyst to help our existing and new customers achieve success. As a Technical Support Analyst, you'll analyze the causes of our customers’ greatest pain points and work closely to mitigate them. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant and unique insight into the world's most important industries and institutions. What will you accomplish? - - Providing Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers. - Responsible for all technical inquiries, including collaborative and cross-departmental escalations with our security committee and engineers. - Responsible for developing, maintaining, and updating the internal knowledge base, while contributing to the external knowledge base by providing content suggestions, revisions, and ongoing support if needed. - Upskilling and educating our community on how to maximize their success within our platform. - Manage communications with our security engineers and customers on ticket escalations and bugs. - Analyze, investigate, and explain how customers can remediate risks as identified via the platform. This includes using internal and external tools to verify and explain identified risks. - Advocate on behalf of UpGuard Community with the product team to implement features, improvements, and analysis. - Create and innovate using AI and cutting-edge technologies. What do we need from you? - - Experience in investigating and replicating Technical Issues in a customer-facing role. - Experience managing various AI models. - Comprehension of working across tiered support systems - Experience with Linux command line is essential - Identifying and verifying cybersecurity risks - Strong foundation of understanding in the following IT tools and standards: Nmap, Curl, HTTP/HTTPS, DNS, SSL/TLS, Email Securtiy, n8n, AI & API - Critical thinking skills to investigate and work…