Senior Technical Support Operations Analyst

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

The Senior Technical Support Operations Analyst supports the infrastructure and processes that power the customer support function. This role is responsible for improving support workflows, analyzing performance metrics, managing tools and systems, and ensuring cross-functional alignment to drive efficiency and customer satisfaction.

What You'll Do :

Support Operations & Tools Management

• Administer and optimize support systems (e.g., Zendesk).
• Manage workflows, SLAs, routing rules, macros, and automations in support tools, including those that incorporate AI.
• Support of new hire onboarding and enablement plans, including configuration needs for support tiers.

Reporting & Analytics

Process Improvement

Cross-functional Coordination

Quality & Compliance

What You’ll Bring :

The base salary range for this full-time position is $108,000-$162,000. Our salary ranges are determined by role, level, and location. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by state, work location and additional factors, including job-related skills, experience, and relevant education or training. This position may be eligible for incentive compensation, equity, and medical, dental, vision, life insurance and 401K. Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.

Why should you join Recorded Future?

Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers.