Product Support Analyst

Come join NowSecure on our mission to save the world from unsafe mobile Apps!

As a cyber security innovator, we are the leader in Mobile Application Security Testing. We literally wrote the book on mobile app forensics and testing. At NowSecure, we craft the industry’s most advanced appsec technology and deliver expert appsec services so our customers can protect their own business, their employees and their customers from insecure mobile apps. Our customers include the world’s largest banks, government agencies, and top brands that run on mobile. We are a dynamic team of advanced security researchers, software engineers, services experts, sales professionals, marketing gurus and financial managers that are looking for inspired, entrepreneurial and hard driving new team members to join us on our mission!

Position Responsibilities: 

• Handle incoming support tickets, classifying and assigning accurately​
• Provide customer product support and technical issue resolution via e-mail or phone
• Respond to customer support requests with a sense of urgency and professionalism
• Use mobile devices and mobile security software
• Ask questions to determine nature of problem
• Follow sound troubleshooting process 
• Communicate issues with team members
• Provide direction and oversight of ticket assignment to offshore resources 
• Manage support escalation process internally and externally
• Serve as the admin and content steward for our online help center
• Assist both internal and external clients with hardware and software issues
• Write knowledge base articles and other documentation
• Prepare and ship equipment, receive equipment, use an online inventory system
• Manage device inventory process

Position Requirements:

• Technical degree or commensurate experience
• Experience with ZenDesk or similar CRM tools 
• Strong spoken and written English skills
• Familiarity with Mac, Linux, VMWare, and mobile software a plus
• High integrity and responsibility, no criminal history or drug use
• Enthusiasm for customer support
• Ability to work independently and with a team

• Some travel to client sites as needed for support escalations (pre and post COVID)
• Current Chicago-metro area residence preferred

What we offer:

• Competitive Salary and incentive pay

• Equity

• Comprehensive Medical/Dental/Vision coverage

• Flexible spending accounts for Medical, Childcare and Transportation

• Company paid STD, LTD and Life Insurance

• 401K Plan with Company Match

• Unlimited PTO

• Maternity and Paternity Leave

Do you want to love where you work?

Amazing Tech: NowSecure delivers the most advanced mobile app security testing technology on the planet designed by the world’s most advanced security researchers and top engineering talent.

Top Customers: The world’s most skilled and demanding security teams depend on NowSecure.

Great Team: Smart, driven people powered by craftsmanship, leadership and teamwork at the core.

Get Things Done: At NowSecure, we move fast and with purpose to ensure our customers are always protected on mobile.

Department: Services

Location: Chicago, IL, Vienna, VA or remote 

FLSA Class: Exempt

Supervisor: Director, Customer Services

Supervision Exercised: None

Travel Requirements: 10-20% for normal business needs

Environmental Conditions

Work Environment - Normal office environment and/or home office workspace. Generally similar environment when visiting Company’s customer offices.

Strength Guidelines - Employee will be expected to lift, move and carry 10-15 lbs in the normal scope of work.

Motion Parameters - Employee will be expected to sit for long periods of time with the option to stand or walk (stretch). Employee may need to bend or squat when picking up items from the floor. Employee must have ability to type on a computer keyboard.

Vision and Hearing Requirements - Employee must be able to see a computer screen, read internal and external reports and summaries. There is a normal amount of background noise in the office environment. Employee must be able to see and hear video conferencing tools.

Emotional Demands - Employee must be able to understand, react and respond to quick decisions, must be able to read and write with a high level of grammar skill including the ability to read, understand and interpret technical information and data. On occasion, employee may have to speak publicly in company meetings and/or company led presentations, training and seminars.

Information Security Responsibilities

• Employee must follow all applicable policies in the Information Security Handbook, Master Information Security Policy and sub-policies, standards and procedures which are generally available to employee.
• Employee must maintain security of login credentials and information assets, and follow Data Classification policy regarding labelling and handling of Company data.
• Employee must report any security incidents pursuant to the Incident Response policy
• Employee must support information risk assessments, internal and external information security audit functions
• Employee must complete security training during on-boarding process as well as annually when arranged by the Company; and, maintain any certifications as required