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 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 systems and hardware. You should be comfortable speaking with security teams, customer operation teams, and 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 reliable guidance, both technical and non-technical, to help customers re-establish business operations after a disaster.
2. Take ownership of customer issues, including troubleshooting, root cause identification, 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 an internal and external point of contact on customer escalations and ensure issues are resolved promptly.
6. Innovate beyond standard practices to rescue 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 for leadership review.
9. Develop workflows, playbooks, and best practices with team members for regional consistency.
10. Work with client stakeholders through response and recovery phases, advising on hardware and infrastructure improvements.
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 tasks.
Required Skills and Experience
* At least 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.
* Experience with hardware platforms such as NAS, SAN, servers, printers, and networking devices.
* Experience 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 communication skills across various formats.
* Ability to work independently and in a team.
* Strong analytical and organizational skills.
* Ability to stay calm and articulate in 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 environments.
* Knowledge of backup solutions and security/remediation tools.
* Experience with privileged access management solutions.
* Troubleshooting Windows, Mac, and ChromeOS.
* Certifications such as MCP, ITIL, CompTIA, or CDRE are assets.
* A passion for solving complex puzzles and a desire to learn.
* Ability to work in high-stakes, rapidly evolving environments.
* A proactive learner eager for 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.
#J-18808-Ljbffr