Technical Operations Specialist - Second Line Support

Netcraft

4d•Hybrid

About The Position

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. 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

Manage complex issues: Investigate and resolve complex operational issues raised by internal teams and customers.
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.

Benefits

33 days vacation - includes national holidays which can be worked if you prefer
Generous enhanced family leave and pay
Enhanced sick pay, increasing with length of 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