Technical Operations Specialist - Second Line Support

Remotedxb; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

33 days vacation including nationalhol

Enhanced family leave and pay

Enhanced sick pay

Equity Tracking Units

401(k) Safe Harbor Plan

Private health cover

Learning & Development days

Volunteering Days

Job summary

Netcraft is looking for a proactive operations specialist to investigate and resolve complex issues raised by internal teams and customers. You will act as an escalation point for strategic problems affecting large customers and prospects, and you will identify opportunities to improve automation, tooling, and workflows.

The role requires the ability to analyze datasets and present findings, excellent English communication, and a proven track record in handling demanding client requests.

Qualifications

• Strong technical curiosity regarding complex systems and technologies.
• Ability to diagnose and resolve complex operational issues.
• Capability to analyze datasets and present findings to stakeholders.
• Excellent written English communication skills.
• Proven track record in handling complex customer requests.
• Self-motivation and ability to work independently on long-term tasks.
• Strong prioritization and self-organization skills.

Responsibilities

• Investigate and resolve complex operational issues raised by internal teams and customers.
• Act as an escalation point for strategic issues affecting large customers and prospects.
• Identify opportunities to improve automation, tooling, and operational processes.
• Drive process improvement by streamlining workflows and optimizing tasks.
• Collaborate across engineering, product, and customer-facing teams to deliver better outcomes.

Skills

Tech curiosity

Diagnostics

Data analysis

English communication

Customer handling

Independence

Prioritization

Job description

About the Company

Netcraft is the global leader in cybercrime detection and disruption. We're a trusted partner for three of the four largest companies in the world and many large governments, having blocked over 225 million cyber-attacks to date.

Responsibilities

• Investigate and resolve complex operational issues raised by internal teams and customers
• Act as an escalation point for strategic issues affecting large customers and prospects
• Identify opportunities to improve automation, tooling, and operational processes
• Drive process improvement by streamlining workflows and optimizing tasks
• Collaborate across engineering, product, and customer-facing teams to deliver better outcomes

Requirements

• Strong technical curiosity regarding complex systems and technologies
• Ability to diagnose and resolve complex operational issues
• Capability to analyze datasets and present findings to stakeholders
• Excellent written English communication skills
• Proven track record in handling complex customer requests
• Self-motivation and ability to work independently on long-term tasks
• Strong prioritization and self-organization skills

Preferred Qualifications

• Experience in Digital Risk Protection (DRP), Brand Protection, or Cyber Threat Intelligence
• Understanding of phishing, domain abuse, social media threats, and impersonation attack vectors

Benefits

• 33 days vacation including national holidays
• Generous enhanced family leave and pay
• Enhanced sick pay increasing with service length
• Equity Tracking Units participation eligibility
• 401(k) Safe Harbor Plan with employer match
• Comprehensive private health cover (medical, dental, vision, life)
• Two paid Learning & Development days per year plus access to Udemy/Coursera
• Two Volunteering Days per year