Social network you want to login/join with:
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 further prevent any downtime or impact to 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 systems and networks. You will be comfortable speaking with security teams, customer operation teams, and legal teams involved in breach management.
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 reliable guidance, both technical and non-technical, to help customers re-establish business operations following a disaster.
2. Take ownership of customer issues, including troubleshooting, root cause analysis, and resolution or escalation.
3. Identify and escalate priority issues requiring immediate attention.
4. Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
5. Serve as the point of contact for customer escalations and ensure issues are resolved promptly.
6. Innovate beyond standard practices to develop creative solutions for rescuing production environments.
7. Identify long-term requirements during remediation to be handed over to sales for pursuit.
8. Recommend vendor solutions to improve client needs and experience, elevating these to leadership for review.
9. Develop workflows, playbooks, and best practices with team members for regional consistency.
10. Work with client stakeholders during response and recovery phases, advising on hardware and infrastructure improvements.
11. Participate in cross-departmental incident response efforts.
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 tasks.
Required Skills and Experience
* 2+ years in technical support, system administration, or a related customer-facing role.
* Knowledge of Windows environments, including troubleshooting and diagnosing low-level OS and network issues.
* Familiarity with various hardware platforms, including NAS, SAN, servers, printers, and networking devices.
* Experience administering hypervisors.
* Passion for resolving customer issues and advocating for their success in a fast-paced, technical environment.
* Ability to learn new technologies quickly.
* Excellent communication skills across various formats.
* Ability to work independently and in a team.
* Strong analytical and organizational skills.
* Calm and articulate under pressure when dealing with tough customer situations.
Preferred Skills, Experience, Degrees or Certifications
* Experience with physical, virtual, and cloud environments.
* Experience with imaging workstations and servers.
* Experience supporting hybrid cloud setups.
* Knowledge of backup solutions, security, and remediation tools.
* Experience with privileged access management solutions.
* Troubleshooting skills across Windows, Mac, and ChromeOS.
* Certifications such as MCP, ITIL, CompTIA, CDRE are assets.
* A passion for solving complex, novel puzzles.
* Thrives in high-stakes, rapidly evolving environments.
* Curious and eager to acquire new skills and insights.
* Ability to anticipate attacker moves and think proactively.
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.
#J-18808-Ljbffr