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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 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 hardware. You will be comfortable communicating 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 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 the point of contact for customer escalations, ensuring issues are resolved promptly.
6. Innovate beyond standard practices to develop creative solutions for restoring production environments.
7. Identify long-term requirements through solutions during remediation to be handed over to sales teams.
8. Identify vendor solutions to meet client needs and recommend them to leadership.
9. Develop workflows, playbooks, and best practices with team members for use across regions.
10. Work with client stakeholders during response and recovery, advising on hardware and infrastructure improvements to prevent future incidents.
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
* At least 2 years in technical support, system administration, or a related customer-facing role.
* Knowledge of Windows environments, including troubleshooting Windows Services and Workstations, and diagnosing OS and network issues.
* Familiarity with hardware platforms such as NAS, SAN, servers, printers, and networking devices.
* Experience with administering hypervisors.
* Passion for resolving customer issues and advocating for their success in a fast-paced, technical environment.
* Ability to quickly learn new technologies.
* Excellent communication and relationship management skills across various formats.
* Ability to work independently and as part of a team.
* Strong analytical and organizational skills.
* Composure and clarity when handling challenging customer situations.
Preferred Skills, Experience, Degrees or Certifications
* Experience with physical, virtual, and cloud environments.
* Experience with imaging workstations and servers.
* Support for hybrid cloud environments.
* Knowledge of backup solutions, security, and remediation tools like EDR, firewalls, and data recovery.
* Experience with privileged access management solutions.
* Troubleshooting Windows, Mac, and ChromeOS.
* Certifications such as MCP, ITIL, CompTIA, or CDRE are a plus.
* A passion for solving complex puzzles and questions.
* Thrives in high-stakes, rapidly evolving environments.
* Continuous learner and proactive in acquiring new skills.
* Ability to think like an attacker and anticipate threats.
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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