OPPORTUNITY OVERVIEW 

OnWatch Alert Management is ZeroFox’s 24x7 service for initial triage, validation, escalation and response. The OnWatch team triages alerts generated in the ZeroFox platform in order of severity and time, escalating findings that require a client’s attention based on standard relevancy criteria and customized distribution workflows.

Serving within the OnWatch team, the Escalation Support Analyst provides client support for specialized or complex client intelligence requirements, investigates and resolves data surges, or other tasks adjacent to triage deliveries as directed. Escalation Support Analysts are able to support the development of future tool and process updates.

Intelligence activities can include researching current and emerging threats issues covering physical security risks. The analyst will have an investigative background and demonstrated exceptional analytic prowess in areas such as trend analysis and pattern recognition. Discretion, teamwork, a sense of urgency, and creativity are a must.

As our team explores and monitors the deep and dark web (DDW), various open source networks, and the surface web, you will ensure quality and timeliness of our alerting and pivot our research, collection, and dissemination of information around the rapidly and ever-changing needs dictated by developing real-time events and both reactive and proactive customer needs, both in the governmental and commercial space.

As an Escalation Support Analyst you should have an investigative background and curiosity. This opportunity requires the ability and willingness to work within a team committed to support our customers 24/7 all year around.

Discretion, teamwork, supreme communication skills, cultural adaptability, and creativity are fundamental, enthusiasm about our mission and customers a must.

Role and responsibilities 

Evaluate and help to improve our collection of relevant and permissible data sources to support our ability to identify possible security risks to organizations and protected assets Research of general and emerging security concepts in support of customer requirements, whether conflicts are escalating or if new conflicts are developing. Support the transition of newly launched customers to OnWatch Alert Management via triage workflow verification Actively maintain awareness of any queue volume trends so that it can be addressed and manage crisis situations. Provide qualified feedback to engineering, configuration, customer success, and other operational teams. Collect and provide metrics to support development and tracking of objectives and key results (OKR) Provide escalation support for ad hoc event and crisis coverage through on-call duty which may include weekends and nights Other duties as assigned

Required qualifications and skills  

Ability to gain excellent knowledge of our internal workflows, products, proprietary and third-party tools.  Awareness of at least general political, sociological, societal, or economical trends both domestically and internationally. In-depth understanding of current events worldwide as they relate to corporate or government interests.  Able to track and address multiple conflicting assignments on a daily basis and within a 24/7 environment. Escalation analysts use problem-solving skills to identify the root cause of an issue and develop a solution. Excellent writing and analytical skills to be utilized for analyzing suspect incidents and effectively communicate their existence to team members and management  Attention to detail and the ability to stay engaged during repetitive, detail-oriented tasks for monitoring many aspects simultaneously  Enhanced understanding of the intelligence cycle and how it pertains to real-world application.  Ability to self-motivate, clear and decisive judgment with limited information, strong analytical skills, and the ability to communicate across multiple teams, different in both function and location.  Ability to see the ‘big picture’ while recognizing concerns for various types of corporate clients in both the tactical and strategic sense. Capability to monitor the appropriate channels needed to maintain consistent coverage of ever-changing corporate and government issues and concerns in a high pressure environment.  Understanding of general concepts of the Internet and networks.

Desired qualifications and skills

College degree or relevant work experience required  Past experience in intelligence, technology, journalism, security, cyber-security or related fields is preferred  Proficiency in at least one additional language besides English. Spanish, Arabic, Russian, or a Chinese language are preferred.