Customer Support Analyst

CYGNVS is a purpose-built, first-of-its-kind guided cyber crisis platform designed to allow users to prepare for, practice for and respond to cyber incidents with confidence. Founded in 2020, the innovative start-up has not only discovered product-market fit but is also embarking on an exciting period of scaling up. Our company culture is a perfect blend of productivity and enjoyment, prioritizing the growth and development of our talented employees as part of a high-achieving team. We are in search of exceptional professionals to join our journey and contribute to the success of our event-driven, secure core platform. At CYGNVS, you will be immersed in a dynamic and challenging environment, where you will work with cutting-edge technology solutions and collaborate with a highly skilled global team to shape our platform and empower our users to navigate to a better prepared, cyber crisis-ready world.

Our customer support analyst will be working on addressing customer issues, guiding the customers on the usage of the product and working closely with the customer support, the solution architects’ team and engineering teams to provide a fulfilling experience to our customers.

Your Responsibilities:

• Troubleshooting customer issues and doing RCA.
• Guiding & assisting the customer on product usage.
• Handling customer data import / export from production systems.
• Ensure that the customer data is properly updated in production systems.
• Processing confidential data and information according to guidelines.
• Helping develop product content for internal and external stakeholders.
• Generating reports from single or multiple systems.

Our Ideal Candidate:

• Bachelor’s degree from an accredited university or college in computer science.
• 3+ years of experience in product customer support.
• Excellent interpersonal and collaborative skills.
• An analytical mind and inclination for problem-solving.
• Ability to translate business requirements into non-technical, lay terms.
• Good documentation skills
• Keen attention to detail.
• Strong written and verbal communication skills.
• Strong customer-relationship skills – responsiveness, sensitivity, diplomacy

Good to have:

• Experience working with cloud-based products, preferably on AWS.
• Experience using issue tracking software like HubSpot, GitLab, JIRA etc.
• Knowledge in any scripting / programming language – Python / Java / JavaScript / Perl to automate manual repetitive tasks.
• Knowledge in fetching data from SQL / No SQL databases.

What We Offer:

• Competitive salary and comprehensive benefits package.
• Opportunities for continuous career growth and development.
• Exposure to cutting-edge technologies and advanced cybersecurity practices.
• A dynamic, enjoyable work environment that recognizes and celebrates exceptional work.
• Straightforward and transparent policies.

Join us at CYGNVS and become a crucial part of a team that values innovation, excellence, and enjoyment in crafting exceptional products. If you're fervent about software engineering and ready to make a significant impact, apply now!

To apply for this role, send your resume to mission@cygnvs.com.