Support Analyst L3

Jobs & Careers

Posted on Sep 30, 2019

Department: Customer Success

Location: London, United Kingdom

The support role at EclecticIQ is a hands-on role that works collaboratively to resolve complex technical issues where in-depth knowledge, applied skills, patience, and precision are required. You will be responsible for conducting Root Cause Analysis, successfully diagnosing and resolving various types of (complex) issues for our Threat Intelligence Platform customers.

The Support function also contributes to the development of delivery and support methods for our products and services across multiple environments, including integrations lab networks, demonstration capabilities, support problem reproduction infrastructure, intelligence delivery networks, cloud infrastructure, etc.


  • L3 support in accordance with service-level-agreements;
  • Create work packages for escalation to L4 (Engineering) and assist L1&L2
  • Collaborate with other teams in the company (Consulting, Product, Engineering, etc.) as well as with external partners and suppliers to support our products and services;
  • Continual improvement of processes;
  • Communicate clearly and effectively with customers verbally and in written format;
  • Outstanding people skills, respectful, polite, helpful and friendly work attitude;
  • A collaborative, “can-do”, positive attitude with a head for diagnostics and problem-solving;
  • Willingness to continuously learn and to improve as a professional and as a human being;
  • Support Delivery Manager on live customer product and/or service issues, as appropriate (e.g. issue triage, diagnostic scripts, etc.);
  • Maintain a professional work attitude in a highly client-facing environment.


  • BSc/BA degree or relevant work experience;
  • Minimum 5 years of work experience;
  • Sound knowledge of internet technologies, including IP routing, DNS, Web services, network security, SE Linux;
  • Reliable Linux CLI knowledge;
  • Confident use of various distributions (e.g. CentOS, Ubuntu, etc) for troubleshooting various configuration requirements, including networking and virtual machines, RPM installations, software and DB issues etc.;
  • Scripting – ability to read and to use various scripts;
  • Strong Python skills;
  • Relational database knowledge, above-average PostgreSQL/SQL;
  • Professional and personal integrity paired with strong ethics;
  • Professional English language communication skills both written and verbal;
  • Familiarity with Git, Nginx, Elasticsearch (all ELK), Redis etc. is a plus;
  • Working experience with AWS is a plus;
  • Familiarity with JIRA or other ticket management platforms is an additional plus;
  • Strong interest in or passion for Cyber Security as an industry is a plus;
  • Willingness and ability to travel occasionally (both nationally and internationally);
  • Ability to achieve security clearances in support of business requirements.



We offer a full-time position with a market conform salary. Besides our 24 annual holidays, we have a remote-friendly work environment.

On top of that, we have a hip, home-like working place in the heart of London where you can work with (and build) the latest technology. Our teams are humble, effective, transparent and life long learners - while we love experiments and research, we are not afraid to make decisions. We are backed by international investors to build the future together!


About EclecticIQ


EclecticIQ (2014) enables intelligence-powered cybersecurity for government organizations, commercial enterprises and MSSPs. We develop analyst-centric products and services that align our clients’ cybersecurity focus with their threat reality. The result is intelligence-led security, improved detection and prevention, and cost-efficient security investments.

Our flagship product EclecticIQ Platform is based on open standards STIX and TAXII and enables consolidation, analysis, integration and collaboration on intelligence from multiple sources - whether they are freely available, commercial or part of industry partnerships.. We tightly integrated our solutions with our customers’ IT security controls and systems.

EclecticIQ Platform gathers intelligence from diverse sources, enables collaborative internal workflows, integrates with enterprise security technologies, and supports secure exchanges with external information-sharing communities.

EclecticIQ operates globally with offices in Amsterdam, London, Reston (US) and Moldova. At EclecticIQ every employee makes a difference.


Learn more at


In case of any questions or queries, please reach out to our Selection & Talent Acquisition specialist on [email protected]


The selection process may include security screening and/or background checks.



All you need to do is filling out our application form below.

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