Analyst, Customer Support Technician

About NetWitness

NetWitness is one of the world’s most established cybersecurity companies, helping enterprises, governments, and military organizations protect themselves against cyber threats. Our platform provides a single, unified view across all attack surfaces—Network, Logs/SIEM, Endpoint, and IoT, enhanced by AI-driven User and Entity Behavior Analytics (UEBA) and SOAR capabilities. Our solutions and incident response services are widely used for incident response and threat hunting, enabling customers to gain better visibility, insight, and actionable intelligence to prevent and respond to cyberattacks.

Role Overview

The Analyst, Customer Support Technician, provides front-line (non-technical) customer support to NetWitness internal and external customers. This role acts as a critical coordination point between customers and internal support teams, ensuring timely issue resolution, excellent service levels, and effective escalation management.

Key Responsibilities

• Provide front-end, non-technical support to NetWitness internal and external customers
• Handle customer inquiries via calls and email in accordance with established support procedures
• Identify customer requests and create, research, update, and manage technical and administrative service requests
• Route service requests to the appropriate product support teams
• Perform primary troubleshooting related to the NetWitness Community Portal and escalate issues when required
• Manage an assigned case workload, including prioritization, expectation-setting, and customer communication
• Interface with global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAMs, COMs, and Sales teams
• Recognize service-impacting incidents or outages and initiate escalation processes to maintain service levels
• Follow and implement global support escalation procedures
• Collaborate with peers to identify opportunities for continuous improvement initiatives
• Perform additional duties as required
• Shift-based schedule covering 24x7 operations, including weekends and holidays.

Requirements:
Essential Requirements

• 0–2 years of relevant professional experience
• Fluency in English (spoken and written)
• Excellent verbal and written communication skills
• Strong interpersonal and customer service skills
• Strong organizational and multitasking abilities
• Ability to work effectively in a high-pressure environment
• Detail-oriented with strong follow-up skills
• Flexible and adaptable to change
• Strong computer literacy
• Understanding of social media applications
• Conflict management and negotiation skills
• Eagerness to learn and grow

Desirable Requirements

• Second language is a plus (French, Japanese, German, Spanish, Portuguese, or Italian).