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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 environments and be comfortable speaking with security teams, customer operation teams, as well as breach coach 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 scenario.
2. Take ownership of customer issues, including initial troubleshooting, root cause identification, and resolution or escalation.
3. Identify and escalate priority issues requiring immediate attention.
4. Meet or exceed customer expectations on 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 industry standard practices to develop innovative solutions for production environment rescue.
7. Identify long-term requirements during remediation to be handed over to Sales for pursuit.
8. Identify vendor solutions to improve client needs and elevate them for leadership review.
9. Work with team members to develop workflows, playbooks, and best practices.
10. Collaborate with client stakeholders during response and recovery, advising on hardware and infrastructure improvements.
11. Participate in cross-departmental incident response efforts.
12. Prepare and present project plans for remediation.
13. Maintain a general understanding of technologies and firewalls.
14. Assist with patching and system imaging.
Required Skills and Experience
* 2+ years in technical support, system administration, or related customer-facing roles.
* Knowledge of Windows environments, including troubleshooting and diagnosing OS and network issues.
* Experience with various hardware platforms including NAS, SAN, servers, printers, and networking devices.
* In-depth knowledge of hypervisor administration.
* Passion for solving customer issues and advocating for 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 in teams.
* Strong analytical and organizational skills.
* Calm, composed, and articulate under pressure.
Preferred Skills, Experience, Degrees or Certifications
* Experience with building physical, virtual, and cloud environments.
* Experience with imaging workstations and servers.
* Experience supporting hybrid cloud setups.
* Knowledge of backup solutions (on-premises and cloud-based).
* Experience with security and remediation tools like EDR, firewalls, and data recovery.
* Familiarity with 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 questions.
* Thrives in high-stakes, rapidly evolving environments.
* Continuous 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.
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