About NetWitnessNetWitness is one of the world's most established cybersecurity companies, helping enterprises, governments, and military organizations protect themselves against cyber threats. Our platform provides a single, unified view across all attack surfaces—Network, Logs/SIEM, Endpoint, and IoT, enhanced by AI-driven User and Entity Behavior Analytics (UEBA) and SOAR capabilities. Our solutions and incident response services are widely used for incident response and threat hunting, enabling customers to gain better visibility, insight, and actionable intelligence to prevent and respond to cyberattacks.Role OverviewThe Analyst, Customer relations desk, provides front-line (non-technical) customer support to NetWitness internal and external customers. This role acts as a critical coordination point between customers and internal support teams, ensuring timely issue resolution, excellent service levels, and effective escalation management.Key ResponsibilitiesProvide front-end, non-technical support to NetWitness internal and external customersHandle customer inquiries via calls and email in accordance with established support proceduresIdentify customer requests and create, research, update, and manage technical and administrative service requestsRoute service requests to the appropriate product support teamsPerform primary troubleshooting related to the NetWitness Community Portal and escalate issues when requiredManage an assigned case workload, including prioritization, expectation-setting, and customer communicationInterface with global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAMs, COMs, and Sales teamsRecognize service-impacting incidents or outages and initiate escalation processes to maintain service levelsFollow and implement global support escalation proceduresCollaborate with peers to identify opportunities for continuous improvement initiativesPerform additional duties as requiredShift-based schedule covering 24x7 operations, including weekends and holidaysRequirementsEssential Requirements0-2 years of relevant professional experienceFluency in English (spoken and written)Excellent verbal and written communication skillsStrong interpersonal and customer service skillsStrong organizational and multitasking abilitiesAbility to work effectively in a high-pressure environmentDetail-oriented with strong follow-up skillsFlexible and adaptable to changeStrong computer literacyUnderstanding of social media applicationsConflict management and negotiation skillsEagerness to learn and growDesirable RequirementsSecond language is a plus (French, Japanese, German, Spanish, Portuguese, or Italian)