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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 cyber-attacks. Our goal is to get businesses fully operational as quickly as possible and to further 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 environments. You will be comfortable communicating with security teams, customer operation teams, and breach legal teams.
This role will report 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 guidance, both technical and non-technical, to help customers re-establish business operations following a disaster.
2. Take ownership of customer issues, including troubleshooting, identifying root causes, and resolving or escalating issues.
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. Push creative thinking beyond standard industry practices to develop innovative solutions for production environment recovery.
7. Identify long-term requirements during remediation to be handed over to sales teams for pursuit.
8. Identify vendor solutions to improve client needs and experience, and elevate these to leadership for review.
9. Collaborate with team members to develop workflows, playbooks, and best practices to be used across regions.
10. Work alongside client stakeholders during response and recovery phases, advising on hardware and infrastructure improvements for future protection.
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
1. 2+ years in technical support, system administration, or a related customer-facing role.
2. Knowledge of Windows environments, including troubleshooting Windows services and workstations, and diagnosing low-level OS and network issues.
3. Experience with various hardware platforms including NAS, SAN, servers, printers, and networking devices.
4. In-depth knowledge of and experience with hypervisor administration.
5. Passion for resolving customer issues and advocating for their success in a fast-paced, technical environment.
6. Ability to learn new technologies quickly.
7. Excellent relationship management, customer service, and communication skills (written, chat, calls, in-person).
8. Ability to work independently and in teams.
9. Strong analytical and organizational skills.
10. Ability to stay calm and articulate in tough customer situations.
Preferred Skills, Experience, Degrees, or Certifications
1. Experience with building physical, virtual, and cloud environments.
2. Experience with imaging workstations and servers.
3. Experience supporting hybrid cloud environments.
4. Knowledge of backup solutions, both on-premises and cloud-based.
5. Experience with security and remediation tools like EDR, firewalls, and data recovery.
6. Exposure to privileged access management solutions.
7. Experience troubleshooting Windows, Mac, and ChromeOS.
8. Certifications such as MCP, ITIL, CompTIA, or CDRE are assets.
9. A passion for solving complex puzzles and questions.
10. Ability to thrive under high-stakes, rapidly evolving conditions.
11. A continuous learner seeking new skills and insights.
12. 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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