Job Details

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 startup has discovered product–market fit and is embarking on an exciting period of scaling up. Our company culture blends productivity and enjoyment, prioritizing the growth and development of our talented employees as part of a high‑achieving team.

Our customer support analyst will work on addressing customer issues, guiding customers on product usage, and collaborating closely with customer support, solution architects and engineering teams to provide a fulfilling experience to our customers.

Responsibilities

• Troubleshoot customer issues and perform root‑cause analysis.
• Guide & assist customers on product usage.
• Handle customer data import/export from production systems.
• Ensure customer data is properly updated in production systems.
• Process confidential data and information according to guidelines.
• Help develop product content for internal and external stakeholders.
• Generate reports from single or multiple systems.

Qualifications

• Bachelor's degree from an accredited university or college in computer science.
• 5+ years of experience in product customer support.
• Excellent interpersonal and collaborative skills.
• Analytical mindset with a strong inclination for problem‑solving.
• Ability to translate business requirements into non‑technical, lay terms.
• Strong attention to detail.
• Strong written and verbal communication skills.
• Customer‑relationship skills – responsiveness, sensitivity, diplomacy.

Nice to Have

• Experience working with cloud‑based products, preferably on AWS.
• Experience using issue tracking software such as HubSpot, GitLab, JIRA, etc.
• Knowledge in fetching data from SQL/NoSQL 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 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.