Customer Technical Services Analyst (Cybersecurity)

MasterCard; Vancouver; On-site; CAD 60,000 - 85,000; Full time

Job summary

A leading technology company in the payments industry seeks a Customer Technical Services Analyst in Vancouver. This role involves troubleshooting and supporting clients and vendors regarding cybersecurity issues, while requiring solid problem-solving skills and a technical background. The successful candidate will join a dynamic team, enhancing customer satisfaction through effective communication and support.

Qualifications

• 1-3 years experience in IT, Operations, or Customer Support.
• 1-3 years experience in information security or vendor risk management.

Responsibilities

• Provide functional and technical support to customers and vendors.
• Document, research, and resolve customer software issues.
• Maintain technical documentation and user forums.

Skills

Problem-solving

Verbal communication

Written communication

Customer-centric attitude

Multitasking

Education

Bachelor’s Degree in Technical Field or Related Degree

Tools

MongoDB

AWS

ITSM applications

CRM applications

Job description

Job Title:

Customer Technical Services Analyst (Cybersecurity)

Overview:

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Company Background

RiskRecon is a high growth SaaS organization. We are focused on enabling organizations to dramatically improve their third-party risk management programs. Our automated solution produces analyst-quality, risk-prioritized action plans that enable efficient prioritization of third-party security risks and constructive collaboration with vendors.

In the past 10 to 15 years the entire IT application and outsourcing landscape has changed for most organizations as they shift from on premises software to the “cloud first” strategies. This transformation means that organizations increasingly rely on third-party vendors to protect and secure their sensitive systems and data. Yet these same organizations still rely on manual, once-a-year security questionnaires to evaluate the quality of each vendor’s security practices.

RiskRecon is part of the Services within Mastercard organization with a growing list of brand name customers in a variety of industries.

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

Role

The Cybersecurity Analyst is responsible for providing functional and technical support to customers and customer vendors. Responsibilities include working client contacts to troubleshoot, document, and resolve technical and business process related problems. The Cybersecurity Analyst works on problems of complex scope where analysis of situations or data requires complete evaluation of various factors. The Cybersecurity Analyst is responsible for engaging with client vendors. Position will be required to advise and provide support on remediation recommendations for identified security vulnerabilities.

Essential Functions

● Communicate with customers and resolve related issues via approved support channels.
● Communicate with customer vendors and provide support for security vulnerability resolution and RiskRecon product functionality.
● Understand technical details necessary to identify and assess security risks and recommend mitigating controls.
● Partner with development, delivery operations, and sales to help continuously assess and improve upon the needs of the product.
● Prepare support documentation for the customer base.
● Develop customer and training material on RiskRecon and related processes.

Responsibilities & Performance Measurements
● Serve as the first point of contact via phone, email, chat) for the RiskRecon customer base regarding software and product questions and issues.
● Documenting, researching, tracking, and resolving customer software issues in a timely manner.
● Review customer requests, contact customers, and ensure that all necessary information is obtained.
● Monitor issues in a ticketing/CRM system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established operating procedures.
● Continually communicate issue resolution progress to customers and maintain outstanding client relationships.
● Proactively seek out opportunities to improve support, software, and user experiences.
● Devise, maintain, and manage technical documentation for the customer base.
● Manage user forums and facilitate discussion posts.

Knowledge, Skills and Abilities

Experience & Education
Experience may be substituted for education. The opposite also applies.
● 1-3 years’ experience in IT, Operations, Customer Support or related fields.
● 1-3 years’ experience in information security or third-party vendor risk management.
● Bachelor’s Degree in Technical Field or Related Degree.

Interpersonal Skills
A significant level of trust and diplomacy. Work involves extensive personal contact and frequent communication with others. Work may involve motivating, changing behavior, influencing, or training others internally. Fostering sound relationships with external contacts and other entities (companies and/or individuals) is important.

Other Skills
● Excellent problem-solving skills and a talent for identifying creative solutions.
● Solid verbal and written communication skills with a customer-centric attitude.
● Ability to multitask.
● Ability to stick to a set schedule
● Experience using ITSM or CRM applications.
● Plus: Prior experience with MongoDB and AWS.
● Plus: Prior experience supporting software applications.
● Plus: User experience and user experience design.
● Plus: Basic understanding of TCP/IP, BGP, HTTP, Server TLS, mTLS, reverse proxies and how the internet is connected.
● Plus: Basic understanding of REST API’s
● Plus: Basic understanding of REST APIs
● Plus: Basic scripting knowledge using, e.g. JavaScript or Python