Role Description - Supporting Sippy Software clients - Taking part in system maintenance, migration and upgrade activities - Taking part in testing and education of new system features Qualifications - Strong written and oral English (intermediate or higher) - Intermediate knowledge of Linux / Unix administration - Working knowledge of TCP/IP and network administration on Unix systems - Base knowledge of SQL queries Requirements - To apply for this position, please send a PDF copy of your CV and include a cover note in the body of your email. - Applicants should avoid sending their cover letters as an attached document. Company Description Sippy Software, Inc. is a leading developer of carrier grade (class 4 / 5) softswitch technology for next generation Internet Telephony (VoIP) providers. Sippy Softswitch delivers a complete network management solution for VoIP carriers on a single platform. This call-control software package enables service providers to build scalable and reliable VoIP networks. Based on the Session Initiation Protocol (SIP), it offers a full array of call-routing capabilities to maximize performance for both small and large packet voice networks.

• 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)