Associate Customer Support Analyst job – LookingGlass Cyber Solutions – Reston, VA


LOOKINGGLASS CYBER SOLUTIONS is seeking to hire MULTIPLE entry-level and sharp Associate Customer Support Analysts to support on-site to our Reston, VA facility.

LookingGlass Cyber Solutions delivers threat protection against cyber attacks to global enterprises and government agencies by operationalizing threat intelligence across scalable platforms and network-based threat response products.

As a Support analyst, you will be the first on the field in the fight against those threats. Working with all aspects of LookingGlass Cyber Solutions, you will provide critical client interface to the entire product line. From providing support for our Threat Intelligence feeds, Threat Intelligence-As-A-Service and Threat Intelligence Platforms to actively participating in the defense of our client’s assets through our Threat Mitigation solutions, you will be guiding our clients to better protected assets and better understood threats.

As part of our Threat Intelligence-As-A-Service, you will be protecting the reputation of our clients through services such as Fraud and Phishing Protection, Reputation and Brand Monitoring, and active Response and Mitigation of online threats to help our clients protect their customers from identity loss, improve consumer confidence and support healthy growth for the enterprise.

We are offering entry-level positions as an Customer Support Analyst. You will work a rotational schedule in a fully staffed, 24×7 Cyber Security Center (CSC) located on LookingGlass premises in Reston, VA. The nature of this work involves critical duties and responsibilities that must continue to be performed during crisis situations, inclement weather, and holidays.

This is a PART-TIME position with all shifts available Monday – Sunday.

Shifts Available:
12:00 AM – 6:00 AM | 6:00 AM – 12:00PM | 12:00 PM – 6 PM | 6:00 PM – 12:00 AM

Provide world class Customer Support (within a 24×7 organization).

Tier-1 support for LookingGlass Threat Mitigation and Threat Intelligence Portal products.

Monitor/track customer issues via our CRM Ticketing System.

Respond to customers within defined SLA requirements.

Mitigate threats utilizing Threat Intelligence.

Utilize internal threat feeds, portals & tools to identify cyber threats incidents.

User Account creation and password resets.

Track the process of unresolved cases to ensure their successful completion to customer satisfaction or escalate to the appropriate individuals or organizations based on established guidelines and procedures.

Coordinate reports of phishing attacks against LookingGlass customers.

Identify and communicate improvements to case processing, client deliverables and departmental productivity.

Accept project assignments that may include researching specific topics or areas of interest relevant to customer needs or in support of analyst/senior analyst tasks.

Generate reports for tracking of Management KPIs.

Developing best practices and process documents. QUALIFICATIONS:

Has or is working towards a college degree or comparable work experience required.Relevant experience in network security, technology, or cyber-security preferred.

This position requires that the candidate be able to communicate with clients and vendors via email, chat, phone and video conference technologies.

Strong English communication skills (oral and written) required; ability to communicate in foreign languages a plus.

Knowledge of common Internet protocols, technology, concepts and applications, with emphasis on Cyber Security viewpoint.

Experience with industry standard CRM portals and tools (experience with Salesforce is a plus)

Help desk, customer support, system troubleshooting and debugging experience preferred.

Aptitude for technology and knowledge of Internet concepts: Basic understanding of Networking Protocols, Security, HTML, Java, SMTP, and web site design or web hosting methods.

Knowledge of IM chat, HTTP, SSL, IRC, PHP, blogging, RSS, social networking sites and other Web-based discussion mediums are desirable, but not required.

Proficiency in Internet applications; Internet Explorer, Firefox and Safari, POP3 and IMAP.

Familiarity with Mac OS, Windows OS, UNIX/Linux, Microsoft Office.


EOE/AA/M/F/Vet/Disability Employer


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