Technical Support Analyst

OutThink is the world's leading, AI-native cybersecurity human risk management platform, on a mission to put humans at the center of security operations. We're redefining how people engage with cybersecurity. We go further by giving business security leaders the tools to prevent human-initiated security incidents.

Founded in 2019, OutThink's team is 50+ and growing across our offices in New York, London, Barcelona, and Bangalore. We serve some of the most prominent organizations worldwide including Whirlpool, Danske Bank, VINCI, and the Abu Dhabi Islamic Bank. Our people are ambitious and driven innovators from a diverse range of backgrounds, passionate about their work, and excited about the mission we're on. We're backed by leading VCs including Albion Capital and Molten Ventures, as well as innovation bodies including the European Innovation Council and UK Innovation & Research.

Opportunities like this don't come by often. We are seeking an ambitious Technical Support Analyst to join us as a founding team member in Bangalore. You will be a core member of our Bangalore-based R&D hub, working with the Customer Success Team, the Engineering Team, and our customers on a daily basis. You will report directly to the VP Customer Success.

What you'll do

Provide exceptional technical support to both OutThink customers and internal staff:

• Listen to customer needs and take appropriate measures to assist them.
• Provide remote technical and application support.
• Maintain a professional approach and be an OutThink ambassador at all times.
• Develop deep expertise in OutThink's products.

Actively work alongside OutThink's Customer Success Team:

• Field customer interactions via phone and email.
• Perform technical onboarding and implement new customers.
• Create and manage customer issues in JIRA.
• Diagnose, troubleshoot and resolve technical issues, guiding customers through solutions.
• Maintain thorough technical documentation and share knowledge through internal and customer-facing knowledge base articles.
• Help ensure Service Level Agreements are always being met.

You will work closely with Engineering to ensure that issues, suggestions, and technical problems are understood and appropriately resolved in a timely manner. You will also continue to research and learn technical solutions, topics, and trends to keep technical skills sharp and relevant.

Your background

• First and foremost, a great attitude. We're pioneering on new frontiers. You've got the right attitude towards a sense of urgency, risk, and uncertainty about the future that comes with working at an early-stage scale-up. You'll be self-managing and self-motivated. This is an opportunity to be involved in an exciting journey and be a core foundational member of engineering at OutThink.
• Proven academic or other excellence. You have a strong educational foundation and can demonstrate a track record of exceptional performance - whether that be academics, sport, professional, or another domain of interest.
• Collaborative working style. We value getting things done over rigid processes so you will work well with others, knowing when to get consensus and when to push for closure with decisiveness. You're an effective team player with excellent interpersonal and communication skills. You're able to work collaboratively in diverse and cross-functional teams. You'll also have proficiency in the English language, both written and verbal.
• We'll also look to you to bring the following to the table:
• A strong technical aptitude, including experience of implementing or working closely with Microsoft technical solutions, including Microsoft 365 and EntraID.
• A customer-centric mindset with patience and empathy.
• Experience of building or working with solutions hosted by cloud software providers, such as Azure or AWS.
• Native or bilingual proficiency in a language other than English.
• A confident and professional demeanor, both in written and verbal communications.
• The ability to keep calm under pressure and happy working to tight deadlines.

• The following skills are desirable in this role, but not essential:
• A working knowledge of cybersecurity systems such as Microsoft Defender, Microsoft Intune, Microsoft Sentinel, or other security solutions.
• Former professional experience of first line customer support for a SaaS Solution or other digital software product, such as working on a customer helpdesk.