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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 restore business operations swiftly and prevent future disruptions.
We are seeking an ideal candidate passionate about technology and customer service. A true problem solver who takes ownership of issues and sees them through to resolution. You will understand diverse customer environments across heterogeneous operating systems and be comfortable communicating with security teams, operational staff, and legal breach response teams.
This role reports to the Global Head of Digital Forensics & Incident Response. The successful candidate will work within the Post Breach Remediation team and collaborate with cross-functional teams within the organization.
Essential Functions
1. Provide reliable guidance, both technical and non-technical, to help customers re-establish operations after disruptions.
2. Own customer issues, including troubleshooting, root cause analysis, and resolution or escalation.
3. Identify and escalate urgent issues requiring immediate attention.
4. Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
5. Serve as a primary contact for customer escalations and ensure prompt resolution.
6. Innovate beyond standard industry practices to rescue production environments.
7. Identify long-term requirements during remediation to inform sales opportunities.
8. Recommend vendor solutions to improve client outcomes, escalating to leadership as needed.
9. Develop workflows, playbooks, and best practices with team members for regional consistency.
10. Work with client stakeholders during response and recovery, advising on infrastructure improvements to prevent future breaches.
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 firewall technologies and assist with patching and system imaging.
Required Skills and Experience
* Minimum of 2 years in technical support, system administration, or a related customer-facing role.
* Proficient in Windows environments, including troubleshooting low-level OS and network issues.
* Experience with various hardware platforms such as NAS, SAN, servers, printers, and networking devices.
* Deep knowledge of and experience with hypervisor administration.
* Passionate about resolving customer issues and advocating for their success in a fast-paced, technical environment.
* Quick learner of new technologies.
* Excellent communication skills across multiple channels (written, chat, calls, in-person).
* Ability to work independently and collaboratively.
* Strong analytical and organizational skills.
* Composed and articulate in challenging customer situations.
Preferred Skills, Experience, Degrees or Certifications
* Experience with physical, virtual, and cloud environments.
* Skills in imaging workstations and servers.
* Experience supporting hybrid cloud setups.
* Knowledge of backup solutions in on-premises and cloud contexts.
* Experience with security and remediation tools like EDR, firewalls, and data recovery.
* Familiarity with privileged access management solutions.
* Troubleshooting skills across Windows, Mac, and ChromeOS.
* Certifications such as MCP, ITIL, CompTIA, or CDRE are advantageous.
* A passion for solving complex puzzles and learning new skills.
* Thrives under high-stakes, rapidly evolving environments.
* Curious and proactive in gaining new insights.
* 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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