Offer summary

Qualifications:

At least 3 years of experience as a customer support analyst, preferably in cybersecurity., Proficiency with Zendesk or similar ticketing systems., Strong communication skills in English, both written and spoken., Experience with data extraction using SQL and creating reports with Microsoft or Google Office tools..

Key responsibilities:

Respond to customer questions, issues, and requests promptly.

Develop expertise in Mitiga’s platform to assist customers effectively.

Manage and document customer interactions using Zendesk.

Collaborate with cross-functional teams to resolve customer issues and produce reports.

Job description

Description

We are looking for an exceptional Customer Support Analyst (CSA) to join our growing global team at Mitiga.

Why Mitiga?

Mitiga is the industry's only complete solution for cloud threat detection, investigation, and response — built by investigators, for investigators. Mitiga supercharges today’s SOC teams with the cloud capabilities that enterprises have been missing, delivering broad visibility across clouds and SaaS, automation that speeds investigations, and rich context that informs cloud threat detection, hunting, and response. Together, Mitiga's capabilities minimize breach impact and enhance enterprises' cyber resilience. As an Innovation Sandbox Finalist at RSA 2024 and a new SYN Ventures portfolio company (Series B, January 2025), Mitiga is an innovator and pioneer in Cloud Security.

What You'll Do

Triage incoming customer questions, issues, and requests.
Develop proficiency in the Mitiga’s Platform to effectively respond to ‘how-to’ questions.
Familiarize yourself with Mitiga’s customer-facing documentation to provide appropriate materials when available.
Understand cross-functional team responsibilities to direct tickets to the correct team.
Ensure follow-up and timely escalation or closure of customer issues.
Document customer interactions and manage Zendesk tickets.
Assist with producing metrics, reports, customer-facing collateral, and communication.

Requirements

Who You Are

You have 3+ years as a customer support analyst, preferably in the cybersecurity domain, dealing with Cloud & SaaS environments.
You’ve used Zendesk or a similar product in your previous role.
You have a customer service oriented, collaborative, and results oriented mindset.
You thrive in a fast-paced, customer-centric environment.

Must Haves

Experience with Zendesk including metrics gathering.
Experience creating reports/presentations/graphs using Microsoft or Google Office Suite.
Experience extracting data using SQL.
Strong spoken and written fluency in English is essential for success in this role.
Excellent communication skills with internal and external stakeholders.
Proven analytical and problem-solving abilities.
Ability to work independently and as part of a team.

It Would Be Nice If You

Understanding of cloud technologies such as AWS, GCP, and Azure.
Experience with cybersecurity concepts and practices.

· Location (Remote): US East Coast / Central US- MUST

Some More Details and Perks

Benefits package including health insurance (medical, dental, vision), 401k plan with match, unlimited PTO, cell phone charges reimbursement, top-of-the-line equipment, and more

For more information, visit us at www.mitiga.io.

Mitiga is an equal opportunity employer, committed to diversity and inclusiveness and aim to attract, retain, and engage a diverse workforce. We consider all qualified applicants without regard to race, color, nationality, gender, gender identity, sexual orientation, religion, disability, age or any other characteristic protected by law.

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