• Identifying and recommending solutions based on customers’ needs • Facilitating product repair, troubleshooting, upgrades, installations, and other services using an online portal and remote desktop software • Tutoring clients on the proper use of their products • Completing training to continuously improve the client experience • Having fun while being the best!

Role Description 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. - Analyze the causes of our customers’ greatest pain points and work closely to mitigate them. - Solicit constant feedback from both customers and colleagues, helping improve UpGuard over time. - Work with customers around the world, from early contact to successful deployment. - Provide Technical Support in analysis to the UpGuard Community and staff globally. - Responsible for all technical inquiries, including collaborative and cross-departmental escalations with our security committee and engineers. - Develop, maintain, and update the internal knowledge base. - Contribute to the external knowledge base by providing content suggestions, revisions, and ongoing support. - Upskill and educate 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. - 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. Qualifications - 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 Security, n8n, AI & API. - Critical thinking skills to investigate and work through complex problems and provide timely solutions. - Excellent verbal and written communication skills. - Ability to work collaboratively and creatively across multiple teams and regions. - Self-motivated, participatory, and eager to continuously learn and adapt to new tools and technologies. Requirements - Experience with tools such as CRMs, Hubspot, Asana, and Notion. - Understanding and implementing Cyber Security best practices, Network Security, and Risk Remediation. - Balance of technical and customer-facing skills. - Business level Japanese fluency - spoken and written. Benefits - Monthly Lifestyle subsidy: use this for financial, physical, and mental well-being. - WFH set-up allowance: to ensure you have the right environment to work in. - $1500 USD annual Learning & Development allowance: to support your career development. - Generous Annual Leave/PTO allowances: time to recharge your batteries. - 18 weeks paid Parental Leave: irrespective of parenting role. - Personal Leave allowance: this includes sick & carer’s leave. - Fully remote working environment: no compulsory attendance at physical offices. - Top-spec hardware: all team members will be provided with top-spec laptops. - Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools.

• Work closely with customers and design teams in prioritizing data and information requirements • Provide analytic and consultative support to a broad spectrum of internal customer areas and external business partners • Mentor colleagues with less experience on both the technical and business aspects of project work • Create and/or develop new methods of analysis, database design and performance measurement • Perform modeling of data sources and flows • Develop and maintain moderate-to extremely-complex computer programs using 4GL programming languages (such as SAS, R, SQL)

• Support our commercial teams so our customers are successful by answering the toughest data questions internally around what datasets mean, and the nuanced limitations of how to use them. • Collaborate closely with our engineering team to build our AI data context layer with evals. This requires deep understanding of the data and great technical writing skills. This role should help drive what our eval designs even are to measure agent quality. • Help drive what tooling we need to build in our data products to support data explainability.