Ransomware IR Director & Customer Experience Lead

Veeam Software, Inc.; United States; Hybrid; USD 156,000 - 290,000; Full time

Benefits offered by this job

Unlimited PTO

12 paid holidays

Medical, dental, and vision coverage

Mental health support

401(k) retirement plan

Fertility/adoption/surrogacy support

AirVet 24/7 virtual veterinary care

Legal services

Tax-advantaged spending accounts

Learning resources & mentoring

Job summary

Veeam Software, Inc. is seeking an experienced incident response leader to elevate client experience and shape our product and service. You will manage ransomware incident response cases, lead operations, and coordinate with partners and law enforcement to recover from cyber-attacks.

The role requires at least 1 year of management experience, cyber security certifications, and a passion for building scalable teams while maintaining compliance and delivering measurable outcomes for global clients.

Qualifications

• Experience in incident response operations.
• At least 1 year of management experience.
• Experience recruiting and building a team.
• Cyber security qualifications / certifications.

Responsibilities

• Handle incident response cases.
• Own the customer experience from onboarding through case closed.
• Provide guidance to clients on case progress.
• Negotiate with cyber criminals and manage settlements.
• Interact with commercial partners and law enforcement.
• Follow and improve operations compliance procedures.
• Oversee case operations and throughput efficiency.
• Travel to speak at client sites and industry events.

Skills

Incident response

Leadership

Management

Team building

Communication

Data-driven

Stakeholder management

Project management

Customer experience

Education

Cyber security certifications

Job description

Veeam Software, Inc. is seeking an experienced incident response leader to elevate client experience and shape our product and service. You will manage ransomware incident response cases, lead operations, and coordinate with partners and law enforcement to recover from cyber-attacks.

The role requires at least 1 year of management experience, cyber security certifications, and a passion for building scalable teams while maintaining compliance and delivering measurable outcomes for global clients.