Note: The job is a remote job and is open to candidates in USA. Netcraft is a global leader in cybercrime detection and disruption, focused on protecting the world from cybercrime. The Technical Operations Specialist will investigate and resolve complex operational issues, act as an escalation point, improve automation and tooling, and drive process improvements for internal and external stakeholders.
Responsibilities
- **Manage complex issues:** Investigate and resolve complex operational issues raised by internal teams and customers
- Issues raised to the Second Line Support team are of strategic importance or affect our largest customers and prospects, so every day you will make a meaningful impact on the success of the business, and no two days are the same!
- **Act as an escalation point:** Take ownership of escalated issues and drive them through to resolution
- **Spark innovative ideas to improve Netcraft's services:** Identify opportunities to improve automation, tooling, and operational processes that enhance the quality of service for our largest customers and prospects
- **Drive process improvement:** Identify opportunities for automating tasks, streamlining processes, and optimizing workflows
Skills
- Strong technical curiosity and an aptitude for understanding how complex systems, tools, and technologies interact
- Ability to diagnose and resolve complex operational issues
- Capability to analyze datasets, identify trends, and present findings in a digestible way to stakeholders
- Ability to make confident and considered decisions and know when to escalate problems
- Attention to detail, adaptability, and a continuous improvement mindset, with an interest in understanding customer needs and business outcomes
- An analytical and solution-focused approach to problem solving
- Excellent communication skills with a high standard of written English
- Ability to empathize with users and provide clear explanations to complex or contentious issues
- Proven track record in handling complex customer requests
- Ability to engage with people in a friendly, helpful, and professional manner
- Self-motivation and the ability to work independently on longer-term tasks
- Strong prioritization and self-organization skills, with the ability to manage workload with minimal oversight and focus on the highest-impact work when priorities compete
- Experience in Digital Risk Protection (DRP), Brand Protection, or Cyber Threat Intelligence is highly desirable, with a strong understanding of phishing, domain abuse, social media threats, impersonation, and related attack vectors
Benefits
- 33 days vacation, including national holidays which can be worked if preferred
- Generous enhanced family leave and pay
- Enhanced sick pay, increasing with length of service
- Equity Tracking Units allowing eligible employees to share in Netcraft's long-term success
- Hybrid and flexible working options
- 401(k) Safe Harbor Plan with employer match
- Comprehensive private health cover, including medical, dental, vision and life insurance
- Meals, snacks, and drinks provided in the office
- Two paid Learning & Development days per year plus access to learning resources such as Udemy and Coursera to support your career
- Two Volunteering Days per year to contribute to the wider community or charity
- Spot reward bonus scheme for truly outstanding contributions
- Employee Referral Bonus scheme
Company Overview