New

Engineering Owner, Customer Support

Recorded Future
United States, Massachusetts, Boston
Aug 07, 2025
With 1,000 intelligence professionals, over $300M in sales, and serving over 1,900 clients worldwide, Recorded Future is the world's most advanced, and largest, intelligence company! Engineering Owner, Customer Support Recorded Future is committed to delivering exceptional customer experiences with our powerful SaaS product. We're seeking an experienced Engineering Owner, Customer Support to expertly track, debug and coordinate swift resolution of customer driven issues, ensuring our customers continue to harness the full potential of our platform. This critical role is key to both customer success and driving continuous product enhancement. You'll be the primary engineering point of contact for escalated customer issues, collaborating seamlessly with our Product Support, Product, and Engineering teams (including Data Science). Your main focus will be on quickly investigating, diagnosing, and delivering solutions that minimize customer impact and contribute to the ongoing evolution of our product. What You'll Do: Lead the swift resolution of critical customer issues, coordinating effectively with cross-functional teams. Expertly debug and troubleshoot customer identified challenges within our SaaS environment. Act as a backup incident response leader for emergency-level issues when primary routing is unavailable. Contribute to thorough root cause analysis and documentation to prevent recurrence. Analyze customer data and identify trends to drive proactive product improvements and reduce escalations. Measure and report on valuable KPIs to reduce escalations and drive faster resolutions. Develop robust diagnostic and troubleshooting playbooks to empower our Product Support team. What You'll Bring: 5+ years of experience in rapidly debugging and delivering solutions for operational challenges in a SaaS product. A strong technology background which will contribute to your expediency in understanding and diagnosing complex issues. Proven track record of success in environments where timely resolution is paramount. Strong analytical and problem-solving skills with a deep understanding of SaaS technology. Excellent communication skills, able to convey complex technical concepts clearly and concisely. Experience in a customer-facing support role, ideally with leadership experience. Why should you join Recorded Future? Recorded Future employees (or "Futurists"), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients. Want more info? Blog & Podcast: Learn everything you want to know (and maybe some things you'd rather not know) about the world of cyber threat intelligence Linkedin, Instagram&Twitter: What's happening at Recorded Future The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field Timeline: History of Recorded Future Recognition: Check out our awards and announcements We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles. By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day. If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law. Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions. Notice to Agency and Search Firm Representatives: Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes. Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.