At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Quality Assurance team provides critical omni channel analysis, insights, recommendations, and feedback to stakeholders responsible for supporting learners at Boundless Learning. The primary function of the Quality Improvement Manager is to manage and support a team of Quality Analysts who are responsible for extracting and deciphering large data sets, completing quality assurance audit reviews, and providing coaching and guidance to the functional teams. In addition, the Quality Improvement Manager ensures that the team provides actionable insights to multiple stakeholders within the business, monitors overall quality KPIs, and leads or is a participant in various projects and initiatives to support the Marketing, Enrollment and Student Success teams.

RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Manage, coach, and support the Quality Analyst team. 
• Monitor KPI performance and work with the Quality Analysts to identify areas for team improvement and development using data analysis, interaction analysis, audits, and targeted listening.
• Ensure all coaching and training processes as well as any coaching/training interactions or sessions are thoroughly tracked and documented.
• Lead the Quality Analyst team in using data and reporting to recommend opportunities to appropriate functional areas, such as Marketing, Enrollment or Student Success, to improve the learner experience throughout the student lifecycle.
• Drive strategic initiatives to improve the student experience and learner support within the business.
• Manage the relationship with third party vendor contracted to complete call evaluations
• Address any escalated issues as appropriate, such as escalated call disputes with Advisors and/or managers
• Act as a partner to the Legal team to ensure that the team is monitoring required current compliance and transparency statements and ensure any potential violations are reported to the Legal team in a timely manner.
• Use technology available to the team to create efficient and scalable processes and advocate for technology required to impact the internal processes and learner support/experience.
• Provide relevant topics and recommendations to Learning & Development for onboarding and continuous education needs.
• Act as a voice for the learner and a quality advocate in all appropriate projects or initiatives.
• Ensures that the quality analyst(s) follow proper evaluation, documentation, and protocols. 
• Ensure that reports and dashboards are maintained and relevant in driving key business decisions.
• Collaborate closely with the Learner Experience team to combine the voice of the learner data (survey feedback/student interviews) with engagement insights (call/email/SMS/Advisor performance metrics) for a holistic approach to understanding the student experience.
• Assist in maintaining the learner journey phases based on insights and trends within our learner interactions.
• Translate general reporting requests from the business/partners into valuable insights using data from multiple sources, with some effort to anticipate future questions or needs.
• Manage the cadence and process in which we provide valuable insights to Marketing, Enrollment and Student Success teams.
• Act as lead for continuous departmental improvements as well as the lead on any projects impacting quality of learner interactions.

QUALIFICATIONS

• 4-year degree from an accredited institution and/or appropriate combination of education and relatable experience
• Minimum 5 years’ Call Center Quality Assurance experience preferred. 
• Minimum 3 years Higher Education experience preferred. 
• Prior management experience preferred.
• Strong understanding of customer journey mapping preferred.
• Ability to use data to tell a story and drive change with senior leadership.
• Experience using AWS, Observe.AI and/or Interaction Analytics preferred. 
• Capacity to work in a fast-paced environment and to be a self-starter.
• Outstanding written and verbal communication skills.
• Proficient in MS Office with advanced Excel. 
• Proficiency with SharePoint, Tableau, Salesforce, Smartsheets, preferred. 

SUPERVISORY RESPONSIBILITIES

• Manage a team of Senior Quality Analysts and Quality Analysts
• Act as a dotted line manager to contracted vendor for quality

*Must be able to work in office full time.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

We’re looking for a highly organized and tech-savvy Customer Experience Analyst to support the collection, analysis, and interpretation of learner feedback and operational data to support Boundless Learning’s CX strategy. In addition to supporting and enhancing the Voice of the Learner program, this role will support key initiatives that will impact the learner experience, including but not limited to automated journeys, video engagement, CRM optimization, and cross-functional projects. This role is perfect for someone who loves bringing structure to complexity, coordinating with multiple stakeholders, and improving the learner experience through operational excellence and data-driven insights.  

Key Responsibilities  

Voice of Learner (VoL) Program  

• Assist with building and deploying automated surveys in survey tool.  

• Perform survey testing and quality checks.  

• Maintain documentation of the Voice of the Learner program.  

• Build, track and monitor ad hoc surveys  

• Communicate updates and insights to stakeholders on an ongoing and ad hoc basis.  

• Support collection of student feedback outside of surveys (i.e., research, roundtable discussions)  

• Support analysis of survey results to uncover trends and opportunities.  

• Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders.   

• Present findings in a way that is accessible and relevant to both technical and non-technical audiences.  

Learner Experience Tools  

• Support the creation of learner-facing videos in partnership with various teams.  

• Track video analytics and identify areas for optimization.  

• Support with learner facing Video Hub enhancements.  

• Support the build and launch of automated learner journeys, including content strategy, setup, and stakeholder coordination.  

• Analyze engagement data with automated emails and identify areas of opportunity.  

General Learner Experience Project Support  

• Represent the LX team and provide a voice for learners in student experience related projects.  

• Collaborate with CX teams and other stakeholders to provide analytical support for key initiatives.   

• Monitor the effectiveness of CX projects and recommend adjustments based on data insights.  

• Conduct discovery and requirements gathering.  

• Own administrative tasks to ensure smooth and timely project execution.  

• Participate in UAT (User Acceptance Testing) to ensure flawless execution for any learner experience projects or tools.  

Continuous Improvement  

• Support the continuous improvement of CX/LX processes by providing insights and recommendations based on data analysis.   

• Identify opportunities to streamline operations and enhance the learner experience.  

Other duties as assigned.  

Qualifications  

• Knowledge of key CX metrics and methodologies, such as NPS and OSAT.  

• Advanced skills in data analysis and visualization, using tools like Excel, Tableau, or similar platforms.  

• Strong analytical and problem-solving skills, with a focus on improving customer/learner outcomes and operational efficiency.  

• Ability to translate complex data into clear and actionable insights for diverse audiences.  

• Strong presentation and communication skills.  

• Comfortable working with tools like Salesforce, Medallia, or similar platforms (or quick to learn with training provided).  

• Able to manage multiple tasks with minimal supervision.  

• Prior experience in supporting internal projects is strongly preferred.  

• Experience with User Acceptance Testing (UAT) processes preferred.  

Successful candidate must be available to work full-time in one of our Boundless Learning offices. 

COMPANY OVERVIEW

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

POSITION OVERVIEW

As a Security Analyst specializing in endpoint protection, you will be essential in defending client and internal systems from evolving cyber threats.  Duties involve log analysis in response to alerts, classifying suspicious activity, handling alert queues, and providing detailed threat briefings to affected customers. 

• Thrive in high-pressure settings, actively identifying and mitigating a wide range of cyber threats within client environments. 
• Conduct advanced cybersecurity investigations leveraging big data analytics to identify and mitigate complex threats. 
• Clearly communicate investigation results and remediation actions to customers, ensuring transparency around known threats.
• Manage the end-to-end lifecycle of ThreatLocker Detect incidents, including detection, investigation, triage, and coordinated response actions. 
• Continuously stay informed on emerging cybersecurity threats, tactics, and techniques to enhance threat detection and risk mitigation capabilities. 
• The role will be based in Orlando, FL and is an in-office position.

REQUIRED QUALIFICATIONS

• CompTIA Security+
• CompTIA Network+; preferred 
• CompTIA CYSA+; preferred 
• Security Blue Team Level 1; preferred 
• Familiarity with SIEM (Security Information and Event Management) systems.
• Strong analytical and problem-solving skills.
• Experience working with the Windows Operating System.
• Ability to adapt and thrive in a fast-paced environment.
• Experience working with the Windows Operating System.
• Ability to adapt and thrive in a fast-paced environment. 
• Proficiency in scripting languages such as PowerShell and Bash.
• Familiarity with the MITRE ATT&CK framework.

WORKING CONDITIONS

The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed.

• Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
• While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus

A background check and drug/substance screening are required after a conditional offer. Employment will proceed only upon receiving clear results from both.

ThreatLocker also conducts randomized drug and substance testing approximately every 60 days, in line with the same screening standards.

About the team:

Capco’s US Insurance Practice Team (USIP) helps our insurance clients improve and transform their business and technology.  We are highly skilled at formulating strategy, defining business and technology initiatives, and successful delivery.  As digital technologies advance and regulations tighten, today’s consumers – and, therefore, today’s businesses – are becoming more aware of the importance of quality insurance products, services, and data. We work together, collaborating and leverage skills and experiences within USIP and Capco. We bring value to our clients and become trusted partners.

About the Job:

As a member of our team, you will work across Capco’s insurance clients and partners to help improve and transform insurance.  This role will focus on implementing business and technical requirements through the configuration of the FAST Policy Administration System (PAS).  As Business Analyst and FAST Configuration Analyst, you will closely partner with system vendor and client subject matter experts to determine the best configuration options to satisfy requirements and to bring value to our clients.  You bring insurance expertise in Service and Operations and Product to bear through configuration changes.   We leverage deep insurance expertise, creative problem solving, and a foundation of high quality, experienced business analysis to reduce risk and provide value to our client partners.  This work is critical in realizing the value of transformational and modernization efforts.

What You’ll Get to Do:

• Using techniques from a range of disciplines, including computer programming, insurance product development, and business process design and optimization, you will help implement and enhance the FAST PAS to support and bring value to Capco insurance clients.
• Continue to develop and grow your experience with configuring FAST’s PAS while solving complex problems for Capco’s insurance clients.
• Support and improve our adherence to standards and best practices for FAST configuration.
• Support the importance of efficient and effective business processes, data integrity and quality, as well as standards and consistency.
• Provide clear communications on status, risks, issues, and timelines for implementation.
• Collaborate with Capco and client insurance product experts to ensure requirements are understood along with the implications of key decisions on the ongoing servicing.
• Collaborate with solution architects and developers to understand and implement solutions and configuration changes to support technical requirements and processing.
• Provide solution options and recommendations by thinking through processes, issues, risks, and service goals.   You will provide insights into trade-offs between tactical and strategic solution options while recommending solutions.

What you’ll bring with You:

• Bachelor’s degree in Business, Finance, Mathematics, Operations Research, Computer Science, or equivalent/related degree required
• 0-1 years of experience with configuration supporting Life or Annuity implementation and enhancements on the FAST Policy Administration System
• Proficiency with MS Excel is required
• Working knowledge of XSLT, XML/Json, Rest/SOAP APIs, and SQL
• Ability to work independently but primarily works with others to develop and implement configuration solutions
• Knowledge of development and deployment lifecycles
• Ability to problem solve, understanding the big picture and a focus on details
• Excellent communication skills; ability to explain technical concepts to a variety of audiences
• Bonus points: Insurance product knowledge, specifically within Life and Annuities

Why Capco?

You will join a company that supports and encourages an entrepreneurial outlook and independent thinking. Capco is not about organizational charts and layers – we operate with little hierarchy because we want all employees to feel that Capco is their firm.   

We offer highly competitive benefits, including medical, dental and vision insurance, a 401(k) plan, tuition reimbursement, and a work culture focused on innovation and creation of lasting value for our clients and employees.  

Ready to take the Next Step?

If this sounds like you, we would love to hear from you.  This is an opportunity to make a difference and contribute to a highly successful company with a significant growth trajectory. 

Kyo is a leading provider of Applied Behavior Analysis (ABA) therapy, dedicated to empowering children with autism and their families to achieve meaningful outcomes. Since 2005, we have partnered with thousands of families across 11 states, delivering effective, convenient, and child-centric ABA therapy designed around each child’s unique strengths, needs and goals. At Kyo, our mission is rooted in a commitment to making every moment count for the children and families we support.

Kyo is expanding in the Orlando area and is seeking a BCBA committed to delivering high-quality, ethical ABA, supported by a collaborative and experienced clinical team. This is a hybrid remote position.

Part-Time & Full-Time Opportunities Available

 Pay Range: $85,000 - $100,000

$5,000 Sign On Bonus

BCBAs AT KYO: 

• Lead individualized ABA programs across home, school, and community settings, supported by Kyo’s proprietary care application and data systems.
• Support the development of Behavior Therapists and BCBA Trainees.

WHY CHOOSE US?

• Flexibility: Hybrid delivery model combining telehealth and in-person services, with flexible scheduling options for full-time and part-time roles.
• Professional Development: Company-supported access to required CEUs through internal resources and ongoing training.
• Mentorship: Frequent 1:1 check-ins to support clinical, professional, and operational development, with opportunities to connect with BCBAs and Clinical Directors nationwide.
• Clinical Autonomy: Flexibility within evidence-based practices, including the ability to select appropriate assessments and treatment approaches based on client needs.
• Comprehensive Benefits: Competitive compensation package including quarterly bonuses, medical, dental, and vision coverage, 401(k) with company match, 19 days of PTO (with an additional day earned each year of service up to 24 days), 11 paid holidays, life insurance, short-term disability, employee assistance program (EAP), and a company-provided laptop.
• Administrative Support: Dedicated support designed to reduce non-clinical workload and prioritize client care.
• Career Pathways: Opportunities for advancement into clinical leadership roles, with potential pathways to senior or corporate positions.

JOB REQUIREMENTS:

• Education and Skills: Master’s degree in Psychology, Special Education, or a related field. Active BCBA certification. 
• Transportation: Reliable transportation and willingness to travel between client and business sites.
• Availability: Ability to provide client support within our service hours of 8:00am–7:00pm, Monday–Friday, with schedules determined based on your client needs
• Physical Ability: This job requires extensive standing, walking, reaching, bending, kneeling, and crouching. Must be able to lift a minimum of 50 pounds. Must have the ability to communicate clearly and participate in physical and play-based therapies.

Summary: Join our team as an IT Security Manager, where you will develop and manage security across multiple IT functional areas, such as data, systems, network, and Web operations. In this role, you will assist in creating and implementing security policies and procedures, prepare status reports, and respond to security breaches. Your expertise will help enhance our enterprise's security through education, consultation, and direct support.

Responsibilities:

• Develop and manage security for various IT functional areas across the enterprise.
• Assist in creating and implementing security policies and procedures.
• Prepare status reports on security matters and develop risk analysis scenarios.
• Track and monitor software viruses and enforce security policies.
• Administer and monitor security profiles and review violation reports.
• Evaluate products and procedures to enhance productivity and effectiveness.
• Provide direct support and consultation to IT staff and business on security-related issues.
• Represent organizational security needs by providing expertise in IT projects.

Required Skills:

• Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• A minimum of 4 years of combined IT and security work experience with broad exposure to systems analysis, applications development, and database design and administration.
• At least 1-2 years of experience in information security.
• Extensive knowledge of networking, databases, systems, and Web operations.
• Proficiency in security issues, techniques, and implications across various computer platforms.
• Ability to work independently or as part of a project team on complex security issues.
• Strong problem-solving skills and the ability to coach junior staff.

#Ll-Onsite

Summary: We are seeking a skilled ERP Functional Analyst to join our team. This role is responsible for analyzing business requirements, configuring ERP module solutions, conducting testing, and ensuring effective implementation of business processes. The ideal candidate will have a thorough understanding of business flows and a knack for identifying and resolving process gaps.

Responsibilities:

• Perform functional analysis and define requirements for ERP systems.
• Configure and test ERP modules to meet business needs.
• Conduct prototypes and develop functional specifications.
• Handle data mapping and function mapping tasks.
• Set up configuration, transaction, and control tables.
• Analyze business requirements to develop effective solutions.
• Identify and resolve gaps in business processes.
• Participate in security/authorization setup and user documentation.
• Design data interfaces and manage data migration and reconciliation.
• Assist in the installation, tuning, and archiving of modifications.
• Provide support and act as a subject matter expert for one ERP functional area.
• Coach and guide more junior technical staff as needed.

Required Skills:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience.
• Minimum of 3 years of IT work experience in systems/applications development or support.
• Strong understanding of business processes and flows.
• Intermediate programming skills for developing necessary workarounds.
• Experience working on multiple functional tasks of medium technological complexity.
• Ability to identify and recommend functional and technological solutions.
• Excellent communication and teamwork skills.

#Ll-Onsite

COMPANY OVERVIEW

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

POSITION OVERVIEW

ThreatLocker is seeking a highly motivated and detail-oriented Business Analyst (BA) to join our development team. The BA will work closely with the Product team to scope and define new features and improvements, ensuring they align with our technical goals and end-user expectations. This role requires an understanding of business processes, excellent analytical skills, and the ability to communicate effectively with both technical and non-technical stakeholders.

JOB SCOPE

• Work with Senior BA's to facilitate workshops and meetings to gather input from stakeholders and refine product requirements.
• Create and update documentation, including UI/UX mockups, database dictionaries, workflows, APIs, etc.
• Create and maintain product roadmaps and timelines.
• Work closely with the Product team to scope and define new features and improvements
• Conduct gap analysis to identify areas for system improvements.
• Translate business needs into clear functional requirements and documentation.
• Work with cross-functional teams, including development, sales, marketing and finance to ensure new features and improvements are understood and implemented correctly.

REQUIRED QUALIFICATIONS

• 2–5 years of experience as a Business Analyst, preferably within software or product development teams.
• Proven experience working closely with developers and technical teams throughout the development lifecycle.
• Ability to gather business requirements and translate them into clear technical specifications.
• Strong experience documenting feature requirements, acceptance criteria, and scopes for development teams.
• Experience creating detailed scoping pages and documentation that developers review before development begins.
• Proficient with Confluence for technical documentation and collaboration.
• Familiarity with Guru or similar internal documentation/knowledge management platforms.
• Experience working on internal platforms such as CRM, SaaS tools, or operational systems.
• Familiarity with modern UI/UX design patterns and front-end architecture, including Angular-based application design concepts.
• Familiarity with Figma and Balsamiq
• Ability to define workflows, user journeys, and interface requirements that support modern web application development.

WORKING CONDITIONS

The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed.

• Job will generally be performed in an office environment 
• While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.

COMPANY OVERVIEW

ThreatLocker® is a leader in Zero Trust cybersecurity, delivering a unified platform that provides enterprise-grade protection across users, devices, and applications. The ThreatLocker® Platform combines powerful solutions including Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Network Control, Configuration Management, and Operational Alerts, empowering organizations to take complete control over what runs, how it runs, and who can access it. 

By enforcing policies directly where applications execute, including at the endpoint,  ThreatLocker helps businesses stop exploits before they happen and move from reactive defense to proactive prevention. 

POSITION OVERVIEW

We’re looking for a Cyber Threat Intelligence Research Analyst who can bridge two worlds: deep cybersecurity expertise and clear, authoritative communication. In this role, you will analyze real-world threats, uncover emerging attacker behaviors, and translate complex technical findings into high-impact reports, briefs, and articles that educate and empower cybersecurity professionals.

You will work at the intersection of engineering, research, and brand thought leadership, turning raw intelligence into content that drives awareness, supports our product narrative, and strengthens our authority within the cybersecurity community.

While reporting to the SVP of Brand Marketing, this is not a copywriting or marketing role. This is a highly technical position for someone who can research, validate, investigate, and clearly explain threats, vulnerabilities, attacker methodologies, and security best practices to support the company’s communications with external stakeholders. The role will be based in Orlando, FL and is an in-office position.

What you’ll do

Threat research & analysis

• Monitor, analyze, and report on emerging threats, indicators of compromise (IOCs), tactics, techniques, and procedures (TTPs), and global threat trends.
• Investigate vulnerabilities, misconfigurations, malware behavior, ransomware campaigns, and exploit chains.
• Conduct independent research on threat actors, intrusion patterns, and security gaps relevant to our customer base.
• Collaborate with internal engineering, SOC, and threat teams to access proprietary intelligence and validate findings.
• Produce clear, defensible, and high-accuracy analysis based on data and technical evidence.

Technical writing & content development

• Transform threat research into high-quality reports, whitepapers, blogs, briefs, advisories, and thought-leadership content.
• Write in a way that resonates with cybersecurity professionals, executives, and IT leaders.
• Contribute to articles under the names of internal subject matter experts (SMEs) to elevate their voices and strengthen company authority.
• Develop clear visuals, diagrams, and technical explanations to support complex research.
• Ensure all content is technically rigorous, original, and aligned with our Zero Trust security philosophy.

Thought leadership & brand support

• Work with the SVP of Brand Marketing to shape the company’s editorial direction on threat intelligence topics.
• Support media, PR, and analyst engagements with accurate intelligence and expert insights.
• Participate in webinars, research discussions, and cross-team reviews to maintain accuracy and consistency.
• Help position the company as a trusted voice in cybersecurity through data-driven storytelling.

REQUIRED QUALIFICATIONS

Technical expertise

• 5+ years in cybersecurity research, threat intelligence, security engineering, SOC analysis, or malware analysis.
• Strong knowledge of attacker TTPs, MITRE ATT&CK, malware behavior, incident response, and threat hunting workflows.
• Hands-on familiarity with tools such as SIEMs, sandboxes, EDR platforms, packet analyzers, and OSINT frameworks.
• Ability to read logs, investigate incidents, and interpret technical artifacts.

Communication skills

• Proven experience writing technical reports, threat advisories, security research, or cybersecurity analysis.
• Ability to translate complex material into clear, concise content without losing technical accuracy.
• Strong editorial judgment and an understanding of narrative clarity and structure.

Attributes that make you successful

• Deep curiosity and a research-driven mindset.
• Commitment to accuracy, integrity, and evidence-backed analysis.
• Ability to juggle multiple research topics while meeting publishing deadlines.
• A collaborative mindset and willingness to work across engineering, security, and marketing teams.

Why join us

• Help define the public voice of one of cybersecurity’s most innovative Zero Trust platforms.
• Work with world-class engineers and threat experts on cutting-edge research.
• Turn intelligence into impact: informing, educating, and protecting thousands of organizations worldwide.
• Grow your career at the intersection of technical expertise and high-visibility thought leadership.

WORKING CONDITIONS

The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed. 

• Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
• While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
• Must occasionally lift and/or move up to 50  pounds.
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus. 

A background check and drug/substance screening are required after a conditional offer. Employment will proceed only upon receiving clear results from both.

ThreatLocker also conducts randomized drug and substance testing approximately every 60 days, in line with the same screening standards.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.

Salary: 50-60k DOE

COMPANY OVERVIEW

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

POSITION OVERVIEW

ThreatLocker is seeking a highly analytical and proactive Data Analyst to transform agent telemetry and platform data into actionable intelligence. This role will focus on analyzing ThreatLocker agent logs, identifying trends and anomalies, detecting potential issues before customers report them, and delivering insights to both the Development and Solutions Engineering teams.

This is not a passive reporting role. We are looking for someone who actively uncovers patterns, predicts problems, and influences product and customer outcomes through data.

The role will be based in Orlando, FL and is an in-office position.

JOB SCOPE: 

Data Analysis & Reporting

• Run recurring and ad-hoc reports on ThreatLocker agent performance, telemetry, and system data.
• Analyze large datasets from agent logs to identify patterns, anomalies, and emerging trends.
• Develop dashboards and reporting frameworks that provide visibility into product health and usage trends.
• Automate data extraction and reporting processes where possible.

Proactive Issue Detection

• Identify potential product issues before they are reported by customers.
• Detect abnormal behavior patterns across environments, versions, or configurations.
• Monitor adoption, performance, and stability trends across the ThreatLocker ecosystem.
• Escalate critical findings with clear, data-backed summaries.

Development Team Support

• Provide actionable insights to the Dev team on:

• Performance degradation trends
• Agent-related anomalies
• Feature usage data
• Environment-specific issues

• Work closely with Engineering to validate hypotheses and investigate root causes.
• Assist in defining KPIs for product stability and performance.

Solutions Engineering (SE) Support

• Analyze customer usage patterns and identify optimization opportunities.
• Recommend configuration or deployment changes that can improve customer outcomes.
• Provide data-driven guidance to help SE teams support enterprise clients.
• Create insights that enable proactive outreach to at-risk or under-optimized customers.

Trend & Insight Communication

• Present findings clearly to technical stakeholders.
• Produce concise executive-level summaries when needed.
• Translate raw telemetry data into business-impact insights.

REQUIRED QUALIFICATIONS 

• 2 – 5 years of experience in a Data Analyst or similar analytical role.
• Strong SQL skills (preferred).
• Experience working with large datasets and log-based data.
• Proficiency in data visualization tools (Power BI, Tableau, Looker, or similar).
• Strong Excel skills.
• Experience working with structured and semi-structured data (JSON, log files, etc.).
• Ability to identify patterns and anomalies in complex systems.
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to explain technical findings clearly. 

Preferred Qualifications 

• Experience in cybersecurity, endpoint security, SaaS, or IT systems.
• Familiarity with telemetry analysis or agent-based platforms.
• Experience with Python, R, or similar tools for data analysis.
• Experience building automated alerting or anomaly detection models.
• Understanding of both the product and product analytics and customer health metrics.

WORKING CONDITIONS: 

The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed. 

• Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
• While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.