United States onlyUS East Coast – Remote
The Company
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, twelve of the fifty largest banks, and 8 of the largest world governments. We've blocked almost 200 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.
We carry that passion through into our workplace too. Our people are highly talented, and everyone is valued for their individual contribution, so we make sure Netcraft is a great place to work. From great benefits to health and wellness and social events, we’ve got you covered.
The Role
In this role you will play a critical role in advancing the company’s cybersecurity operations and delivering world class outcomes to our customers. You will be responsible for guiding technical specialists, optimizing processes, resolving complex operational issues, and driving continuous improvement to maintain Netcraft’s commitment to operational excellence.
This role will lead our 2nd Line Support team within Technical Operations. This team focuses on addressing complex challenges of strategic import across our customer base that require specialist experience or focused attention.
Day to day, your responsibilities will include:
- Lead and enhance cybersecurity operations
- Oversee the 2nd Line Support (2LS) Team within Technical Operations, ensuring smooth day-to-day operations and effective team performance. Responsibilities include a wide range of leadership and coordination duties, some of which overlap with other areas below.
Key activities include:
- Allocating and balancing workloads and customer assignments across the team.
- Ensuring compliance with core operational processes, including accurate documentation and time tracking.
- Participating in hiring efforts for the team and other relevant roles.
- Collaborating with other Technical Operations teams to execute cross-team initiatives and shared goals.
- Provide expert guidance
- Manage the 2LS team in line with broader Netcraft management guidelines. Offer supervision, mentorship, and operational support to 2LS team members. Promote a collaborative, high-performing team culture that emphasizes continuous improvement and ensures Netcraft’s operational excellence.
- Manage and route complex issues
- Serve as the primary escalation point for challenging or high-impact problems. Support the team in resolving complex issues and assessing non-standard support requests from across the organization
by prioritizing or redirecting them as appropriate.
- Drive process improvement
- Identify, design, and implement process enhancements that increase team capability, efficiency, and effectiveness. Ensure that 2LS operations align with key operational outcomes and organizational priorities.
- Report and provide feedback to Technical Operations Leadership
- Highlight team performance by delivering meaningful metrics, contextual analysis, and data-driven insights. Provide commentary and supporting information to help leadership understand and showcase the impact of the 2LS team.
To be successful, you’ll need:
- Proven experience leading or managing technical support or operations teams, ideally in a cybersecurity, IT operations, or service delivery environment.
- Strong familiarity with digital
scams and social engineering, including phishing, vishing, online impersonations, malvertising, advance fee fraud, and DNS abuse.
- A passion for mentorship and development. You adeptly use both care and candor to deliver effective feedback and nurture success within your team.
- Attention to detail, adaptability, and strong intellectual and commercial curiosity.
- Excellent problem-solving and analytical skills with the ability to handle complex escalations.In the face of adversity, you are someone who maintains a positive and solution-focused approach.
- Demonstrated success in building and scaling high-performing teams, including experience implementing process improvements and structure to help the team grow. An ideal fit here will be able to enhance consistency and transparency without impeding the team’s effectiveness.
- Exceptional communication skills, with the ability to translate technical issues into clear, actionable information for stakeholders.
- Strong collaboration and interpersonal skills to work effectively across departments.You’ve got a pragmatic mind and are able to effectively balance maintaining operational effectiveness with
supporting customers and prospects through unusual situations.
Bonus Points if you have:
- Hands-on experience with operational reporting and data visualization tools.
- Background in managing distributed or hybrid technical teams.
- A background in Brand Protection or Security Operations.
The reward package:
- Hybrid working arrangement (although please note that attendance in the office is required at least three days per week, Monday through Thursday preferred)
- Competitive base salary, reviewed annually
- 401(k) Safe Harbor Plan, with employer-matched contributions up to 4% (Generous private health cover, including multiple plan options across health, dental, optical, plus life insurance
- 33 days holiday per annum (incl. public holidays), rising to 37 days with length of service, plus separate paid time off for sickness, compassionate leave, etc.
- Separate paid Sick Leave and Compassionate Leave
- Employee Referral Bonus Scheme
- Learning and development support, such as open access to Udemy and Coursera courses, and two paid personal development per year
- Two days paid Volunteering Leave per year
- Inclusive culture and environment, where you’ll feel genuinely valued and respected.
Diversity, Equity and Inclusion
This is very important to us and through our ally network we actively support under-represented groups. We seek to maintain a working environment that is free from bias, harassment or discrimination and we encourage candidates from any background to apply, regardless of their gender, gender identity, sexual orientation, race/ethnicity, ability/disability, age, religion, or any other specific characteristics.
We’re happy to make reasonable adjustments to our hiring process to ensure that everyone can participate fully and comfortably.
United Kingdom
