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Established in 2006, CyberClan’s carefully selected team of experts are capable of solving complex cyber security challenges – keeping data secure and businesses running as usual. CyberClan’s Global Incident Response Teams are available 24/7/365 to leap into action, responding to all cyber-attacks with proven defensive methodology. We quickly identify, contain, eradicate, and recover from a cyber-attack. Our goal is to get businesses fully operational as quickly as possible and to prevent any downtime or impact on business operations.
We are looking for an ideal candidate who is passionate about technology and customers. A true problem solver who will take personal ownership in seeing a problem through to resolution. You will understand customer environments across heterogeneous operating environments and be comfortable speaking with security teams, customer operation teams, as well as breach coach legal teams.
This role reports to the Global Head of Digital Forensics & Incident Response. The successful candidate will work as part of the Post Breach Remediation team and collaborate closely with other cross-functional teams within the organization.
Essential Functions
1. Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers re-establish business operations following a disaster scenario.
2. Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution or escalation.
3. Identify and escalate priority issues that need immediate attention.
4. Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
5. Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
6. Push creative thinking beyond existing industry standard practices to develop innovative solutions to rescue production environments.
7. Identify long-term requirements through solutions during remediation to be handed over to the Sales team for pursuit.
8. Identify vendor solutions to improve client needs and experience, and elevate these to Leadership for review.
9. Work with team members to develop workflows, playbooks, and best practices to be employed across regions.
10. Collaborate with client stakeholders from initial contact through response and recovery phases, advising on hardware and infrastructure improvements to prevent future incidents.
11. Participate in cross-departmental incident response to client compromises.
12. Prepare and present project plans for immediate and long-term remediation.
13. Maintain a general understanding of technologies and firewalls.
14. Assist with patching and system imaging.
Required Skills and Experience
* 2+ years of technical support, system administration, or related customer-facing roles.
* Knowledge of Windows environments, including troubleshooting and diagnosing low-level OS and network issues.
* Confident working with hardware platforms such as NAS, SAN, servers, printers, and networking devices.
* In-depth knowledge of administering hypervisors.
* Passion for solving customer issues and advocating for their success in a fast-paced, technical environment.
* Ability to learn new technologies quickly.
* Excellent relationship management, customer service, and communication skills (written, chat, calls, in-person).
* Ability to work independently and as part of a team.
* Outstanding analytical and organizational skills.
* Ability to remain calm and articulate in tough customer situations.
Preferred Skills, Experience, Degrees, or Certifications
* Experience with building physical, virtual, and cloud environments.
* Experience with imaging workstations and servers.
* Experience supporting hybrid cloud environments.
* Knowledge of on-premises and cloud backup solutions.
* Experience with security and remediation tools like EDR, firewalls, and data recovery.
* Exposure to privileged access management solutions.
* Experience troubleshooting Windows, Mac, and ChromeOS.
* Certifications such as MCP, ITIL, CompTIA, or CDRE are assets.
* A passion for solving complex puzzles and discovering new solutions.
* Thrives in high-stakes, rapidly evolving environments.
* A continuous learner seeking new skills and insights.
* Ability to think like an attacker and anticipate moves.
CyberClan is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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