Remediation Engineer

Remediation Engineer - JOB DESCRIPTION

Summary/Objective

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 prevent any downtime or impact to business operations.

CyberClan investigates and assists clients with all types of security breaches, including insider threats, unauthorized access, and malicious code. Some breaches are publicly known, but many remain hidden. We analyze client data in a secure forensic lab environment. Due to company growth and the dynamic nature of case loads, we aim to migrate these efforts to the public cloud, leveraging its elasticity and automation capabilities.

The ideal candidate is passionate about technology and customer service. A true problem solver who takes ownership of issues and sees them through to resolution. You should understand diverse customer environments and be comfortable communicating with security teams, operations, and legal teams.

Candidates must possess technical expertise, a customer-first mentality, initiative, and interest in a fast-paced, high-growth environment. As a senior team member, you will support and mentor junior staff and handle multiple projects simultaneously. Extensive travel may be required on short notice.

Reporting to the Global Head of Digital Forensics & Incident Response, the successful candidate will join the Post Breach Remediation team, collaborating with cross-functional teams within the organization.

Essential Functions

• Provide reliable guidance, both technical and non-technical, to help clients restore operations after a disaster.
• Own customer issues from troubleshooting to resolution or escalation.
• Identify and escalate urgent issues.
• Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
• Act as the point of contact for escalations, ensuring prompt resolution.
• Innovate beyond standard practices to rescue production environments.
• Identify long-term requirements during remediation to inform sales opportunities.
• Recommend vendor solutions to improve client outcomes and present to leadership.
• Develop workflows, playbooks, and best practices with team members.
• Collaborate with client stakeholders during response and recovery, advising on infrastructure improvements.
• Participate in cross-departmental incident responses.
• Prepare and present project plans for immediate and long-term remediation.
• Maintain a general understanding of technologies and firewalls.
• Assist with patching and system imaging tasks.

Required Skills and Experience

• At least 2 years of technical support, system administration, or related customer-facing experience.
• Knowledge of Windows environments, including troubleshooting and diagnosing OS and network issues.
• Experience with a variety of hardware, including NAS, SAN, servers, printers, and networking devices.
• Deep knowledge of hypervisor administration.
• Passion for solving customer issues and advocating for success in a technical environment.
• Ability to quickly learn new technologies.
• Excellent communication skills across various mediums.
• Ability to work independently and as part of a team.
• Strong analytical and organizational skills.
• Ability to remain calm and articulate under pressure.

Preferred Skills, Experience, Degrees or Certifications

• Experience with physical, virtual, and cloud environments.
• Experience with imaging workstations and servers.
• Experience supporting hybrid cloud setups.
• Knowledge of backup solutions and security/remediation tools.
• Familiarity with privileged access management solutions.
• Linux troubleshooting skills are a plus.
• Experience supporting Windows, Mac, and ChromeOS.
• Certifications such as MCP, ITIL, CompTIA, CDRE are advantageous.
• Strong analytical mindset and curiosity for complex puzzles.
• Comfortable working in high-stakes, evolving environments.
• Ability to anticipate attacker moves and think strategically.