Technical Operations Specialist - Second Line Support

Job description

**About Netcraft** 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. We've blocked over 225 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks. Our purpose and passion are focused on just one thing: protecting the world from cybercrime. That passion shapes how we work, too. We’re proud of our talented team and the value each person brings, and we’ve built a workplace where people feel supported and inspired. From strong benefits and wellness programs to meaningful collaboration and team connection. ### **The Role** We're seeking a **Technical Operations Specialist** to join our **Technical Operations - Second Line Support (2LS)** team! This role is crucial in enhancing our operational capabilities and providing additional high-quality support to internal and external stakeholders. You'll investigate complex operational challenges, improve automation and tooling, and drive long-term improvements that enhance the experience of our customers and prospects. ### **Day to Day, Your Responsibilities Will Include:** - **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. This is not a traditional support role. You'll investigate complex technical and operational challenges, improve the way our services work, and collaborate across engineering, product, and customer-facing teams to deliver better outcomes for customers and prospects. ### **To Be Successful, You'll Need:** - 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. **The Rewards Package:** - 33 days vacation - includes national holidays which can be worked if you prefer - Generous enhanced family leave and pay - Enhanced company sick pay from day one of employment, with additional support after your first six months’ service - Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply) - 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 allow you to contribute to your wider community or charity - Spot reward bonus scheme to reward truly outstanding contributions - Employee Referral Bonus scheme **Diversity, Equity & Inclusion** This is deeply important to us. Through our ally network, we support under-represented groups and maintain a working environment free from bias, harassment, or discrimination. We encourage candidates from all backgrounds to apply. We’re also happy to make adjustments to the hiring process to ensure every candidate can participate fully. **Please note:** Netcraft does not accept unsolicited approaches from external recruiters.