Remediation Engineer

Remediation Engineer - JOB DESCRIPTION

Summary/Objective

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 further prevent any downtown or impact to the business operations.

CyberClan investigates and assists clients with all types of security breaches; insider threat, unauthorized access, malicious code. Some you’ve probably read about in the news before, but many more stay hidden from the public’s eye. We receive and investigate the clients data in a secure forensic lab environment. Because the company growth and dynamic nature of the case loads we want to move these efforts to the public cloud and take full advantage of the inherent elasticity and automation capabilities.

The ideal candidate 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. You will be comfortable speaking with security teams, customer operation teams as well as breach coach legal teams. 

Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment. As a senior role, you would be expected to offer support and mentorship to junior members of the team as well as the ability to work on multiple projects at the same time. This position will require extensive and frequent travel to multiple locations and sometimes on short term notice.

Reporting to the Global Head of Digital Forensics & Incident Response, the successful candidate will work as part of the Post Breach Remediation team and will collaborate closely with other cross-functional teams within the organization.

Essential Functions

•  Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers re-establish business operations following a disaster scenario
•  Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation
•  Identify and escalate priority issues that need immediate attention
•  Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
•  Push creative thinking beyond the boundaries of existing industry standard practices to come up with innovative ways to rescue a production environment
• Identify long term requirements through solutions during the remediation process to be handed over to the Sales teams to pursue the opportunity
•  Identify vendor solutions to solve/improve client needs and experience and elevate those to Leadership for review/consideration
•  Work with other team members to develop workflows, playbooks and best practices to be employed and repeated across regions
• Work alongside client stakeholders from initial contact, response and recovery phases, and advise on hardware and infrastructure improvements to protect against future incursions
  
• Provide well-thought out and reliable directions, both in technical and non-technical terms, to help customers re-establish business operations following a disaster scenario
•  Participate in cross-departmental incident response to client compromises
•  Prepare and present project plans for immediate and long-term remediation
•  General understanding of technologies and firewalls
•    Would assist with patching & system imaging

Required Skills and Experience 

•  2+ years of technical support, system administration or related customer facing role.
•  Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.
•  Confident with a wide range of hardware platforms including NAS, SAN, server, printer and networking devices.
•  In-depth knowledge and experience administering hypervisors.
•  Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
•  Ability to learn new technologies quickly.
•  Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person).
•  Ability to work independently with little direct supervision and as a part of a team.
•  Outstanding analytical and organizational abilities.
•  Ability to remain calm, composed and articulate when dealing with tough customer situations.  

Preferred Skills, Experience, Degrees or Certifications

•  Experience with building physical, virtual and cloud environments.
•   Experience with imaging workstations and servers
•  Experience supporting hybrid cloud environments
•  Experienced in wide range of on-premises and cloud-based backup solutions
• Experience supporting full range of security and remediation applications including EDR, software Firewalls and data recovery tools
•   Exposure to implementation and maintenance of privileged access management solutions.
•  Linux troubleshooting experience a plus
•   Experience with troubleshooting Windows, Mac and ChromeOS
•  MCP, ITIL, CompTIA, CDRE Certifications an asset
• A passion for discovering the answer to never-before-seen complex puzzles and questions
•   Thrives working in a high-stakes environment with constant rapidly evolving new problems.
• A knowledge seeker always looking for the next new skill and insight.
• Ability to think like an attacker and anticipate the next move.