CrowdStrike, Inc.
Full time
R20866
About the Role:
CrowdStrike is looking for a self-starting, responsible, detailed-oriented, and highly motivated individual to join our growing Intelligence Team.
The mission of the Falcon Intel Recon Analyst is to directly support cyber threat customers and to ensure our customers realize the full value of the Intelligence product they have purchased from CrowdStrike; ultimately maximizing customer success and renewals. Analysts are responsible for working with multiple customers to manage the customer's Falcon Intel Recon application.
At a high level, this role will be a cyber intel analytic interface for CrowdStrike's Falcon Intelligence Recon customers to the wider CrowdStrike intelligence team. The role will also be responsible for enabling the functional use of cyber threat intelligence between the client and the Falcon Intel Recon application. Key responsibilities include the management of customer request, support customer use of the Falcon Intel Recon application, provide internal debrief support, and execute customer feedback processes while ensuring contract adherence by both parties. This person will be a problem solver, ability to become an expert on CrowdStrike tools, and able to escalate client issues to the appropriate teams within CrowdStrike.
Successful candidates will have an excellent technical foundation, especially related to dark web actors, dark web data, APT strategy, Threat Intelligence, as well as proven track record of successfully interfacing with customers on both technical and non-technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all a passion for ensuring a top-quality customer experience. A successful candidate will be able to understand and act upon a customer's needs, pain points, and overall goals at every level of use from C-level executives to operations floor analysts.
What You'll Do:
Drive high levels of customer satisfaction, maintaining a strong sense of ownership over many customer relationships.
Quickly triage and escalate noteworthy findings from Falcon Intelligence Recon to the respective customers
Understand the dark and deep web ecosystem; be able to properly convey analytical findings to customers
Guide customers through Falcon Intelligence Recon findings and providing subject matter expertise
Be a strong voice for customers into the Intelligence and Engineering teams to improve the product and ensure that customer's feedback, feature requests, and overall satisfaction is conveyed and accounted for.
Plan and lead process improvement initiatives tailored to improve overall customer satisfaction with the CrowdStrike team.
What You'll Need:
Required:
At least 2 years experience in cyber threat intelligence, all-source threat intelligence analysis, or intelligence collections and be fully versed in the intelligence lifecycle
Excellent written, verbal communication skills in English.
Working knowledge of cyber threat intelligence terminology, key concepts, dark & deep web ecosystems to include actors, forums, and leak sites
Adaptable and willing to learn new technologies
Customer service attitude and willingness to help and problem-solve with customers
High degree of emotional intelligence and professional presence, as the role requires presenting potentially concerning findings to customers
Ability to operate independently and with little direction.
Demonstrated ability to document technical process and convey business terms in clear language.
Ability to present and explain technology to people
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