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Engineering Owner, Customer Support

Boston, MA

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!

Engineering Owner, Customer Support

Recorded Future is committed to delivering exceptional customer experiences with our powerful SaaS product. We're seeking an experienced Engineering Owner, Customer Support to expertly track, debug and coordinate swift resolution of customer driven issues, ensuring our customers continue to harness the full potential of our platform. This critical role is key to both customer success and driving continuous product enhancement.

You'll be the primary engineering point of contact for escalated customer issues, collaborating seamlessly with our Product Support, Product, and Engineering teams (including Data Science). Your main focus will be on quickly investigating, diagnosing, and delivering solutions that minimize customer impact and contribute to the ongoing evolution of our product.

What You'll Do:

  • Lead the swift resolution of critical customer issues, coordinating effectively with cross-functional teams.
  • Expertly debug and troubleshoot customer identified challenges within our SaaS environment.
  • Act as a backup incident response leader for emergency-level issues when primary routing is unavailable.
  • Contribute to thorough root cause analysis and documentation to prevent recurrence.
  • Analyze customer data and identify trends to drive proactive product improvements and reduce escalations.
  • Measure and report on valuable KPIs to reduce escalations and drive faster resolutions.
  • Develop robust diagnostic and troubleshooting playbooks to empower our Product Support team.

What You'll Bring:

  • 5+ years of experience in rapidly debugging and delivering solutions for operational challenges in a SaaS product.
  • A strong technology background which will contribute to your expediency in understanding and diagnosing complex issues.
  • Proven track record of success in environments where timely resolution is paramount.
  • Strong analytical and problem-solving skills with a deep understanding of SaaS technology.
  • Excellent communication skills, able to convey complex technical concepts clearly and concisely.
  • Experience in a customer-facing support role, ideally with leadership experience.

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.

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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.

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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 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 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 describe the contract(s), the nature of your involvement, and list the name(s) of the involved Mastercard or Recorded Future employee(s). 

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