Back to jobs
New

Product Support Analyst

Tokyo, Japan

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

Want to be part of shaping the future? Our breakthrough ability to unlock insights from the web radically improves intelligence and cyber threat visibility. We’re a high-energy, fast-paced, and fast-growing company. You’ll need the ability to understand and adapt to rapid product and technology developments as we work in close partnership with customers. You’ll have the support of a seasoned executive management team and world-class investors.

The Product Support Analyst role is part of our Global Intelligence Services group, driving problem solving, product bug escalations, and threat intelligence solutions support.

You’ll be responsible for resolving client inquiries stemming from Recorded Future’s application portal and API, as well as providing guidance on product functionality.  At the same time, you’ll occasionally be asked to get your hands dirty supporting installation and operational issues for our customers that are using our various APIs, and partner integrations.  The working hours for this role will be during APJ business hours (9am - 5pm JST), where you will be primarily supporting our Japanese and Asia Pacific clients during their regular business hours, as well as off hours requests from our U.S. or European/META clients, out of our Tokyo, Japan office.

 

We’re looking for a candidate with:

  • Experience as a problem-solving expert handling security technology and products.
  • Experience occasionally mentoring less senior/more junior support groups, and adding centralized knowledge base solutions to assist the overall group in incident resolution
  • A strong technical foundation in security and intelligence principles, as well as Saas platforms
  • Passion for being out in the field working with both security professionals and business stakeholders to support cyber threat intelligence solutions and services.
  • The hunger and drive to succeed in a startup environment

 

Responsibilities:

  • Front and back-end support of the Recorded Future web application interface, and API endpoints
  • Provide explanations of certain product feature functionality, as well guide clients on how to find solutions in our platform
  • Support deployments of Recorded Future Threat Intelligence data in customer environments, including SIEMs, ticketing systems, incident response tools, and SOAR products.
  • Support productized integration solutions across a variety of enterprise security architectures, applications, and tools.
  • Work with our Product and Development teams in escalation of incidents as well as assisting with advocating for product enhancements on the client’s behalf
  • Manage multiple projects and tasks in a dynamic, fast-paced environment
  • Work live APJ business. hours (9am - 5pm JST)
  • Participate in on-call rotation to help with emergency off-hours support coverage

 

Qualifications

  • Native level Japanese language, and business-level English language required
  • Minimum of 3 years experience working in the Japanese IT/Saas industry
  • 2+ years experience in a Saas / Product Support role, with threat intelligence / cyber security familiarity preferred
  • You will have been providing extensive product support to end customers in a SaaS platform, with the ability to diagnose and address challenging application issues. The ability and experience of working independently and proactively is key
  • Adequate work experience in information security, Cybersecurity, or Security Operations
  • Demonstrated skills in speaking technically and effectively 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) is a plus.
  • Experience with REST APIs and JSON is a plus 
  • Experience utilizing ticket systems and associated workflows (Zendesk and JIRA is a plus)
  • Ability to work independently and proactively
  • Strong problem-solving and troubleshooting skills

 

未来を共に切り拓きませんか？

ウェブ上の洞察を抽出する当社の革新的な能力は、インテリジェンスとサイバー脅威の可視化を飛躍的に向上させています。当社は、スピード感がありエネルギーに溢れる急成長中の企業です。進化し続けるプロダクトやテクノロジーに柔軟に対応しながら、お客様と密接に連携して取り組んでいます。経験豊富な経営陣と世界有数の投資家による強力な支援体制のもとで働くことができます。

 

プロダクトサポートアナリストの役割は、グローバルインテリジェンスサービス部門の一員として、問題解決、製品バグのエスカレーション、脅威インテリジェンスソリューションのサポートを推進します。

 

Recorded FutureのアプリケーションポータルやAPIに関連するお客様からの問い合わせを解決し、製品機能に関するガイダンスを提供します。

また、当社の各種APIやパートナー製品との連携機能をご利用中のお客様に対してインストールや運用上の関する技術支援を実施し、必要に応じて実作業を伴う対応も行います。

本ポジションの勤務時間はAPJ（アジア太平洋）地域の標準営業日（日本時間9時〜17時）となり、東京オフィスを拠点に、APJ地域のお客様への対応が主な業務となります。併せて、米国および欧州・中東・アフリカ（EMEA）地域のお客様からの時間外リクエストにも対応します。

 

求める人物像：

  • セキュリティ技術および製品に関する問題解決の専門家としての経験
  • より経験の浅いサポートチームへのメンタリング経験、およびインシデント解決を支援するためのナレッジベースの構築経験
  • セキュリティとインテリジェンスの原則、およびSaaSプラットフォームに関する堅固な技術的基盤
  • セキュリティ専門家やビジネスステークホルダーと協力し、サイバー脅威インテリジェンスソリューションおよびサービスの支援に情熱を持つこと
  • スタートアップ環境で成功するための意欲と推進力

 

職務内容：

  • Recorded Future ウェブアプリケーションインターフェースおよびAPIエンドポイントのフロントエンドとバックエンドサポート
  • 特定の製品機能の動作説明を提供し、顧客がプラットフォーム内で解決策を見つけるための支援を行う
  • SIEM、チケッティングシステム、インシデントレスポンスツール、SOAR製品などの顧客環境に対するRecorded Future 脅威インテリジェンスデータの展開をサポート
  • 多様なエンタープライズセキュリティアーキテクチャ、アプリケーション、ツールにおける製品統合ソリューションのサポート
  • 製品チームおよび開発チームと連携し、インシデントのエスカレーション対応および顧客要望に基づく機能改善提案を実施
  • ダイナミックかつ迅速な環境下で複数プロジェクト・タスクを管理
  • APJ 地域の標準営業時間（日本時間 9:00～17:00）で勤務
  • 緊急時の時間外サポートに対応するオンコールローテーションに参加

 

必要な経験・知識：

  • 日本語ネイティブレベル、ビジネスレベルの英語力
  • 日本国内のIT/SaaS業界での3年以上の実務経験
  • SaaS/製品サポート業務経験 2年以上（脅威インテリジェンスやサイバーセキュリティの知識あれば尚可）
  • SaaSプラットフォームにおけるエンドユーザーに対する豊富な製品サポート経験および、複雑なアプリケーション障害の診断・対応能力
  • エンドユーザー向け SaaS プラットフォームにおける豊富な製品サポート経験と、複雑なアプリケーション障害の診断・対応能力。自主的かつ主体的に業務を推進できること
  • 情報セキュリティ、サイバーセキュリティ、またはセキュリティオペレーションにおける十分な実務経験
  • 顧客、アナリスト、開発者との技術的なコミュニケーション能力
  • ネットワークおよびインターネットプロトコルに関する基礎知識の確かな理解
  • A+ / Network+ / Security+/ HDI-CSR認定資格が望ましい
  • SIEM（Splunk、QRadar、LogRhythm）およびその他のセキュリティツール（TIPs、脆弱性管理、SOAR等）の経験があれば尚可
  • REST API および JSON の使用経験があれば尚可
  • チケットシステムと関連ワークフローの活用経験（ZendeskおよびJIRAの経験があれば尚可）
  • 独立して積極的に業務を遂行できる能力
  • 高い問題解決能力およびトラブルシューティングスキル

Why should you join Recorded Future?
Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

Want more info? 
Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence
Linkedin, Instagram & Twitter: What’s happening at Recorded Future
The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field
Timeline: History of Recorded Future
Recognition: Check out our awards and announcements

We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles.  By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.

If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com 

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.

Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions.

Notice to Agency and Search Firm Representatives:
Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes.

Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Recorded Future – Candidate Privacy Notice *

This candidate privacy notice explains who we are, why and how we process personal data relating to candidates and, if you are the subject of any of the personal data concerned, your rights and our contact details if you want further information or help.

When you apply for a job on www.recordedfuture.com the personal data contained in your application will be collected and processed by Recorded Future, Inc. (“we, us, our”). For the purposes of European Economic Area data protection law, (the "Data Protection Law"), the data controller is: Recorded Future, Inc., 363 Highland Avenue, Somerville, MA 02144, recruiting@recordedfuture.com ("Controller"). Our data protection officer is Frederic Wolens, who can be contacted at privacy@recordedfuture.com

We may process personal data relating to you that we have either obtained from you, or obtained from a third party including your previous or existing employers or reference agencies.  

Personal data we may collect from you:

-Your name and contact information (home address, home phone number, personal mobile number, personal email address).
-Your country of residence, citizenship, passport information and information relevant to your right of residence or right to work.
-Your date of birth.
-Your national insurance or social security details, or other similar information that is used by the government to identify you.
-Your gender.
-Your bank account information or other related financial details.
-Details of your education and previous employment history.
-Your driver's license and related information
-Your photograph.

We may process special categories of information relating to you. The processing of this information is strictly controlled by applicable law and will only be processed in limited circumstances, and may include:

Information relating to your physical characteristics, health or any disabilities, where this is relevant to your occupation or employment (for example, for the purposes of occupational health).

Information relating to your marital status, racial characteristics or sexual orientation where this is relevant to, for example, diversity monitoring.  This will normally only be processed with your consent in which case you are free to choose to provide this information, or not.

Your personal data will be processed for our legitimate interests for the purpose of managing our recruitment related activities, which include the setting up and conducting of interviews and tests for applicants, evaluating and assessing the results thereto and the selection of applicants for employment. As part of the recruitment and hiring processes we will need to process your personal data for the performance of a contract where we have offered you a position with our company.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by us to help manage our recruitment and hiring process on our behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the EU-US Privacy Shield.

Your personal data will be retained by us for as long as we decide that it is necessary to evaluate your application and determine whether to make you an offer of employment. After which it will be deleted or archived except to the extent that it is necessary for us to continue to process it for the purpose of compliance with legal obligations to which we are subject or for another legitimate and lawful purpose.

Under the GDPR, you have the right to request (i) access to your personal data, (ii) that your personal data be rectified or erased; and (iii) that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with your local supervisory authority. The Information Commissioner is the supervisory authority in the UK and can provide further information about your rights and our obligations in relation to your personal data.

Select...
Select...

If No, enter "N/A". If Yes please provide: (1) the name of the Mastercard or Recorded Future employee you have a close personal relationship with, and (2) the nature of that relationship.

Examples of close personal relationships include relatives (parent, grandparent, child, sibling, spouse, significant other, domestic partner, common law spouse, aunt/uncle, niece/nephew, cousin, in-law, and step/half relative); current or previous romantic or dating partners (no matter how casual); and any other relationship that is likely to or creates an actual or perceived conflict of interest or appearance of favoritism (for example, roommates and close friends). Close personal relationships would generally not include any former co-workers or managers with whom you do not regularly socialize outside of work.

 If No, enter "N/A." If Yes, please provide: (1) the name of the entity for which you will be performing the outside activity and the entity’s website, if available; (2) a description of what the entity does and the industry in which it operates; (3) a description of your role at the entity; and (4) the number of hours you will devote to the activity each month.

Examples of outside employment/activities include paid employment or other lawful money-making (cash or cash equivalent) activity that will not be part of your official role at Recorded Future; service on the board of directors or an advisory board of any entity (including non-profit), even if the position is unpaid; and service (paid or unpaid) in any national, state, provincial, regional, or local government, including any government department, ministry, agency, authority, commission, legislature, council, other public body (such as the World Bank or other public international organization), or state-owned enterprise.

If No, enter "N/A". If Yes, please describe the contract(s), the nature of your involvement, and list the name(s) of the involved Mastercard or Recorded Future employee(s). 

If No, enter "N/A". If Yes, please state the name of the individual, his/her employer and the nature of your relationship to this individual. If you answered "No", enter N/A

If yes, state the name of the individual, his/her employer and the nature of your relationship to this individual. If No, enter "N/A"

If Yes, please describe. If No, enter "N/A"

Voluntary Request to Self Identify (APJ)

Recorded Future values and understands the benefits of a diverse workforce and, as such, are committed to hiring the best talent from a wide range of diverse backgrounds and characteristics.

To provide us the insight necessary to understand the diversity make-up of the talent we are attracting, we offer our applicants the option to voluntarily complete a short, confidential and anonymous survey.  

Should you volunteer to provide your details, the information will not be held or associated with your job application and are only used for internal analysis purposes.  Please only provide details where you are comfortable to do so and are in line with local law in your jurisdiction.  Your decision to participate is not known and has no correlation to your job application in any way. 

Thank you in advance for your support in our commitment to continuously strive towards a diverse workforce. 

Select...
Select...