Technical Operations Specialist - Second Line Support

About this role

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.

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