Technical Operations Specialist - Second Line Support

<div class="content-intro"><p> </p>

<p><strong>About Netcraft</strong></p>

<p>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.</p>

<p>Our purpose and passion are focused on just one thing: protecting the world from cybercrime.</p>

<p>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. </p>

<p> </p></div><h3 class="PDq2pG_selectionAnchorContainer" data-section-id="mnykyz" data-start="290" data-end="306"><strong data-start="294" data-end="306">The Role</strong></h3>

<p data-start="308" data-end="754">We're seeking a <strong data-start="324" data-end="359">Technical Operations Specialist</strong> to join our <strong data-start="372" data-end="424">Technical Operations - Second Line Support (2LS)</strong> 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.</p>

<h3 data-section-id="1g7a6tu" data-start="756" data-end="811"><strong data-start="760" data-end="811">Day to Day, Your Responsibilities Will Include:</strong></h3>

<ul data-start="813" data-end="1618">

<li data-section-id="eqt05t" data-start="813" data-end="932"><strong data-start="815" data-end="841">Manage complex issues:</strong> Investigate and resolve complex operational issues raised by internal teams and customers.</li>

<li data-section-id="t7dfk1" data-start="933" data-end="1164">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!</li>

<li data-section-id="444mus" data-start="1165" data-end="1271"><strong data-start="1167" data-end="1198">Act as an escalation point:</strong> Take ownership of escalated issues and drive them through to resolution.</li>

<li data-section-id="1x5gx0u" data-start="1272" data-end="1490"><strong data-start="1274" data-end="1332">Spark innovative ideas to improve Netcraft's services:</strong> Identify opportunities to improve automation, tooling, and operational processes that enhance the quality of service for our largest customers and prospects.</li>

<li data-section-id="9iy9l3" data-start="1491" data-end="1618"><strong data-start="1493" data-end="1523">Drive process improvement:</strong> Identify opportunities for automating tasks, streamlining processes, and optimizing workflows.</li>

</ul>

<p data-start="1620" data-end="1886">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.</p>

<h3 data-section-id="1wz35su" data-start="1888" data-end="1926"><strong data-start="1892" data-end="1926">To Be Successful, You'll Need:</strong></h3>

<ul data-start="1928" data-end="3321" data-is-last-node="" data-is-only-node="">

<li data-section-id="g7gipc" data-start="1928" data-end="2045">Strong technical curiosity and an aptitude for understanding how complex systems, tools, and technologies interact.</li>

<li data-section-id="mtrxym" data-start="2046" data-end="2107">Ability to diagnose and resolve complex operational issues.</li>

<li data-section-id="i4azrv" data-start="2108" data-end="2216">Capability to analyze datasets, identify trends, and present findings in a digestible way to stakeholders.</li>

<li data-section-id="qv8zq8" data-start="2217" data-end="2305">Ability to make confident and considered decisions and know when to escalate problems.</li>

<li data-section-id="x4zrme" data-start="2306" data-end="2452">Attention to detail, adaptability, and a continuous improvement mindset, with an interest in understanding customer needs and business outcomes.</li>

<li data-section-id="y8q8sz" data-start="2453" data-end="2518">An analytical and solution-focused approach to problem solving.</li>

<li data-section-id="5mi98q" data-start="2519" data-end="2592">Excellent communication skills with a high standard of written English.</li>

<li data-section-id="1asy70o" data-start="2593" data-end="2691">Ability to empathize with users and provide clear explanations to complex or contentious issues.</li>

<li data-section-id="1us8mnu" data-start="2692" data-end="2752">Proven track record in handling complex customer requests.</li>

<li data-section-id="1ys5m91" data-start="2753" data-end="2833">Ability to engage with people in a friendly, helpful, and professional manner.</li>

<li data-section-id="5i9v4r" data-start="2834" data-end="2911">Self-motivation and the ability to work independently on longer-term tasks.</li>

<li data-section-id="sczxzh" data-start="2912" data-end="3086">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.</li>

<li data-section-id="vtl1r6" data-start="3087" data-end="3321" data-is-last-node="">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.</li>

</ul>

<p><strong>The Rewards Package:</strong></p>

<ul>

<li>33 days vacation - includes national holidays which can be worked if you prefer</li>

<li>Generous enhanced family leave and pay</li>

<li>Enhanced company sick pay from day one of employment, with additional support after your first six months’ service</li>

<li>Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply)</li>

<li>Hybrid and flexible working options</li>

<li>401(k) Safe Harbor Plan with employer match</li>

<li>Comprehensive private health cover, including medical, dental, vision and life insurance</li>

<li>Meals, snacks, and drinks provided in the office</li>

<li>Two paid Learning & Development days per year plus access to learning resources such as Udemy and Coursera to support your career</li>

<li>Two Volunteering Days per year, to allow you to contribute to your wider community or charity</li>

<li>Spot reward bonus scheme to reward truly outstanding contributions </li>

<li>Employee Referral Bonus scheme</li>

</ul>

<p> </p><div class="content-conclusion"><p></p>

<p><strong>Diversity, Equity & Inclusion </strong></p>

<p>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. </p>

<p>We’re also happy to make adjustments to the hiring process to ensure every candidate can participate fully. </p>

<p><strong>Please note:</strong> Netcraft does not accept unsolicited approaches from external recruiters. </p>

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