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Technical Operations Specialist - Second Line Support

6 hours, 26 minutes ago
United States
Full-time
Mid Level
Operations Specialist
Customer and Technical Support
Apply Now
Netcraft

Netcraft

Combining detection, threat intelligence and robust disruption & takedown, Netcraft’s automated digital risk protection platform keeps your organization and customers safe from phishing, scams, fraud and cyber attacks. Netcraft’s online brand protectio...

IT Services
51-250
Founded 1988
$100M raised
View All Jobs

Description

  • Investigate and resolve complex operational issues raised by internal teams and customers.
  • Act as an escalation point and own escalated issues through to resolution.
  • Identify opportunities to improve automation, tooling, and operational processes.
  • Streamline workflows and optimize tasks to improve service quality.
  • Collaborate across engineering, product, and customer-facing teams to deliver better outcomes.
  • Analyze datasets, identify trends, and communicate findings to stakeholders.
  • Make confident decisions on when to resolve issues directly and when to escalate them.
  • Provide clear, professional support to users on complex or contentious issues.
  • Handle complex customer requests and longer-term operational work independently.

Requirements

  • Strong technical curiosity and an aptitude for understanding how complex systems, tools, and technologies interact.
  • Ability to diagnose and resolve complex operational issues.
  • Ability to analyze datasets, identify trends, and present findings clearly to stakeholders.
  • Strong communication skills with a high standard of written English.
  • Ability to empathize with users and explain complex issues clearly.
  • Proven track record in handling complex customer requests.
  • Self-motivation and the ability to work independently on longer-term tasks.
  • Strong prioritization and self-organization skills with minimal oversight.
  • Experience in Digital Risk Protection (DRP), Brand Protection, or Cyber Threat Intelligence is highly desirable.
  • Strong understanding of phishing, domain abuse, social media threats, impersonation, and related attack vectors.

Benefits

  • 33 days vacation, including national holidays that can be worked if preferred.
  • Generous enhanced family leave and pay.
  • Enhanced sick pay that increases with length of service.
  • Equity Tracking Units with eligibility criteria.
  • 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 Udemy and Coursera.
  • Two Volunteering Days per year.
  • Spot reward bonus scheme for outstanding contributions.
  • Employee Referral Bonus scheme.

Interested in this position?

Apply directly on the company website

Apply Now

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