About Us
\nAt Cloudflare, we are on a mission to help build a better Internet. We run one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies.
\nCloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks.
\nAbout the Team
\nCloudforce One is Cloudflare's threat operations and research team, responsible for identifying and disrupting cyber threats ranging from sophisticated cyber criminal activity to nation-state advanced persistent threats (APTs).
\nAbout the Role
\nWe are seeking a talented Senior Manager, Incident Response to join us in growing our Cloudforce One organization, where you will be instrumental in building a proactive and threat intelligence-driven approach to protecting Cloudflare and its customers from sophisticated and evolving threat actors.
\nResponsibilities
\nAs a REACT Consultant, you will respond to customer security incidents in on-premises and cloud environments. You will detect and disrupt cyber threat activity across customer networks and cloud environments. You will engage with customers at all levels including Executive, VP, Director, and managerial levels. You will serve an integral role in the discovery and analysis of cyber threat intrusions, working alongside forensic analysts, threat researchers, detection engineers, and malware analysts to detect and mitigate malicious activity.
\nThe findings you uncover will help identify Tactics, Techniques, and Procedures (TTPs) of ongoing threat activity to protect your customer and the greater Cloudflare customer base.
\nRequirements
\nOur ideal candidate will have 1-2 years of previous experience in cybersecurity with at least 1+ years in Digital Forensics or Incident Response. Candidates will have experience with hands-on forensic analysis in a Windows, Mac, and Linux environment. Ideally, this candidate will have experience triaging malware using static or dynamic analysis on Windows, macOS, or UNIX-based platforms.
\nYou will be responsible correlating threat actor activity across the customers environment. Outstanding candidates will possess excellent verbal and written communication skills. You will also have experience with incident response reports and reliably be able to write simple scripts in Python or Golang.
\nExamples of desirable skills, knowledge and experience include:
\nBonus Points:
\nTravel requirements
\nAbility to travel up to 20% of the time
\nPosition may require foreign and domestic travel, passport will be required
\nXML job scraping automation by YubHub
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\nThis is a full-time position based in South Korea. The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment.
\nA Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders.
\nAs part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below.
\nThe ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.
\nA Typical Day:
\nComplex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools - Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation - Become a subject matter expert in Airbnb policies and procedures - Explains and simplify complex information, provide appropriate context, and address complex questions with confidence - Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations - Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises - Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc. - Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations
\nCombining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention - Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards - Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations
\nParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed - Provide insights about community experience and continuous improvement opportunities to your Management - Supports the simplification of complex processes and ways of working within the team - Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc. - Supports onboarding of new employees - Be a positive force in the team and help management drive & land changes with the least frictions possible - Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work
\nStakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals - Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt - Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what - Build & nurture relationships outside of your team - You are on-call to handle emergency situations in the evenings & weekends - Inspire a culture where quality is a core principle.
\nThe responsibilities listed above are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out above may change and additional duties may be assigned as needed.
\nXML job scraping automation by YubHub
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