Technical Operations Specialist - Second Line Support

Location: Remote

Department: Technical Operations

The Role

Were 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. Youll 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 Netcrafts 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. Youll 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, Youll 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.
• 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.
• 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.

The Rewards Package:

• 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 Netcrafts 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