Product Support Analyst

SRA’s mission is to level up every day to protect our clients and their customers. This begins with our team members and their experience. SRA prides itself on maintaining a culture where team members have a shared sense of support and belonging, consistent with our It’s Personal company value. At SRA, we prioritize transparent career pathing, varied DEI programming and community groups, competitive benefits including mental health support, and an emphasis on a sustainable, healthy, and engaging work culture. SRA has twice been named a Best Place to Work by the Philadelphia Business Journal.

These Essential Functions, Requirements, and Skills are guidelines. If you are a candidate who does not meet this exact job description but can demonstrate excellent organization, attention to detail, professionalism, flexibility, and self-direction in your professional background, we hope you apply. SRA values a diverse workplace and strongly encourages people of all backgrounds to apply.

Summary/Objective

The Product Support Analyst will provide exceptional support across SRA's comprehensive product portfolio. This role is responsible for supporting both internal teams and external clients by resolving support tickets, improving documentation, maintaining internal monitoring tools, and assisting in the review of client environments for data quality and performance issues.

This position offers exposure to modern cloud-native and security technologies and is a strong starting point for a career in IT operations, DevOps, or cybersecurity support.

SRA values a high-performance, collaborative, and flexible work culture. We are looking for candidates who are self-motivated, curious, and capable of solving problems proactively. While structured onboarding and training are provided, success in this role will come from individuals who take initiative, ask thoughtful questions, and continuously look for ways to improve our tools and processes.

We expect the Product Support Analyst to be able to support our full product portfolio-including VECTR, SCALR Sight, SCALR AI, and our SCALR XDR managed detection and response service, part of SRA’s 24x7 managed detection and response service. However, the role will initially be responsible for supporting our VECTR product.

Requirements

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to support tickets related to VECTR deployments, data quality, and system performance
• Support SSO set up and onboarding needs.
• Escalate issues to internal engineering or client delivery teams as needed.
• Maintain and enhance monitoring tools that identify issues in client VECTR environments.
• Support VECTR infrastructure: Docker containers, PostgreSQL database.
• Document troubleshooting procedures and common resolutions in an internal knowledge base.
• Build and maintain small automation tools or scripts to improve team efficiency.
• Participate in a shared on-call rotation to support our 24x7 coverage model.
• Collaborate directly with customers to troubleshoot issues and gather requirements.
• Collaborate with engineering, architecture, and security teams to improve platform reliability.
• Maintain general cybersecurity awareness relevant to supporting a security operations platform.

Supervisory Responsibility

N/A

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to stand and walk. This is a largely sedentary role.

Candidates with disabilities are encouraged to apply and email [email protected] with any questions. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of this role.

Position Type/Expected Hours of Work

This is a full-time position and hours of work and days are Monday through Friday 8:30am to 5pm. Occasional evening and weekend work may be required as job duties demand.

Travel

Willingness to travel.

Required Education and Experience

· Punctuality and timely attendance to external client and internal stakeholder needs

· Familiarity with Docker (containers, docker-compose)

· Exposure to ITIL-based support processes, including ticket management and escalation workflows

· Strong troubleshooting, collaboration, and communication skills

· Comfortable communicating directly with customers

· Ability to work independently and as part of a global, fast-paced support team

· No prior professional experience required - this is an entry-level role

Preferred Qualifications and Experience

· Familiarity with Caddy (reverse proxy/web server config)

· Familiarity with PostgreSQL (basic queries, backups, troubleshooting)

· Exposure to Java and/or Node.js/npm

· Bachelor's degree in a relevant technical discipline or equivalent practical experience

· Prior customer support/technical support experience a plus, not required

Career Development

· Support Analysts have opportunities to move into engineering, security operations or architecture roles

· Team members may grow into team lead or subject matter expert roles as the team expands

· Regular exposure to technical decisions, internal teams, and customer environments

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

Security Risk Advisors is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All employment decisions at SRA are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, marital or family status, veteran status, medical condition, or any similar category protected under federal, state, or local laws.

Benefits

• Study/exam support if desired
• Health/dental insurance
• Employer-match pension contribution
• Life insurance/income protection
• Annual performance-related bonus
• Hybrid after initial full onboarding and training period
• Annual charitable donations to a charity of choice
• Access to free mental health services