Remediation Engineer

JR United Kingdom; Lincoln; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in cybersecurity is seeking a dedicated professional to join their Post Breach Remediation team. You will play a crucial role in assisting clients to swiftly re-establish their operations post-incident, requiring strong technical knowledge and the ability to manage customer relationships effectively. This position demands a problem solver who thrives in fast-paced environments, delivering excellence in response and resolution.

Qualifications

• At least 2 years in technical support or system administration.
• Proficient in Windows environments and troubleshooting OS issues.
• Experience with a variety of hardware platforms.

Responsibilities

• Provide technical guidance to help customers re-establish business operations.
• Take ownership of customer issues and escalate priority issues.
• Collaborate with clients during response and recovery.

Skills

Troubleshooting

Customer advocacy

Analytical skills

Communication

Education

Certifications such as MCP, ITIL, CompTIA, or CDRE

Tools

EDR tools

Security tools

Data recovery tools

Job description

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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 to 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 reports 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 reliable guidance, both technical and non-technical, to help customers re-establish business operations following a disaster.
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. Exceed customer expectations on response quality, timeliness, and overall experience.
5. Serve as the point of contact for customer escalations and ensure issues are resolved promptly.
6. Innovate beyond standard industry practices to rescue production environments.
7. Identify long-term requirements during remediation to be handed over to Sales for pursuit.
8. Recommend vendor solutions to enhance client needs and experience for leadership review.
9. Develop workflows, playbooks, and best practices with team members for regional deployment.
10. Collaborate with client stakeholders during response and recovery, advising on hardware and infrastructure improvements.
11. Participate in cross-departmental incident responses and prepare project plans for remediation.
12. Maintain a general understanding of technologies and firewalls.
13. Assist with patching and system imaging tasks.

Required Skills and Experience

• At least 2 years in technical support, system administration, or a related customer-facing role.
• Proficient in Windows environments, including troubleshooting Windows Services and Workstations, and diagnosing OS and network issues.
• Experience with a variety of hardware platforms, including NAS, SAN, servers, printers, and networking devices.
• Deep knowledge of hypervisor administration.
• Passionate about solving customer issues and advocating for their success in a fast-paced technical environment.
• Quick learner of new technologies.
• Excellent communication and relationship management skills across various formats.
• Ability to work independently and collaboratively.
• Strong analytical and organizational skills.
• Remain calm and articulate in challenging customer situations.

Preferred Skills, Experience, Degrees or Certifications

• Experience with physical, virtual, and cloud environments.
• Experience with imaging workstations and servers.
• Experience supporting hybrid cloud environments.
• Knowledge of backup solutions, 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.
• Passion for solving complex puzzles and working in high-stakes, evolving environments.
• Curiosity and eagerness to acquire 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.