Technical Support Analyst – Bilingual English/Spanish

About the role

UpGuard is expanding its AI‑driven Cyber Risk Posture Management platform and needs a Technical Support Analyst to ensure customers worldwide can adopt and use the solution effectively. You will act as the primary point of contact for technical inquiries, helping clients resolve issues and maximize the value of the platform.

Key responsibilities

• Provide world‑class technical support to UpGuard’s global community and enterprise customers.
• Handle all technical inquiries, coordinate cross‑departmental escalations with security engineers and the security committee.
• Update, maintain, and develop internal and external knowledge‑base documentation.
• Educate customers on best practices to achieve success on the platform.
• Manage ticket communications between customers and security engineers.
• Analyze, investigate, and remediate identified cyber‑security risks in customers’ attack surfaces.
• Advocate for product improvements by relaying customer feedback to the product team.

Required profile

• At least 1 year of experience providing technical support.
• Bilingual proficiency in English and Spanish at a business level.
• Experience working within tiered support systems.
• Ability to identify and verify cyber‑security risks.

Required skills

• Linux command line
• Nmap