Engagement Support Specialist

Position Overview:

We are seeking a highly skilled and motivated Technical Business Engagement Support Specialist to join our team. This candidate will serve as the crucial link between clients, partners, and the technical delivery team. The ideal candidate will possess strong communication and solutioning skills, and be proficient in both French and English, written and spoken.

• Regular Working Hours for this position: 9 am to 5 pm (EST).
• You are expected to be available for on-call support after hours and during the weekends (2-3 times a week).

Position Requirements:

As an Engagement support specialist, you will primarily support the executive, leadership and project management teams throughout the engagement life cycle. This support will include:

• Participating in scoping activities,
• Technical note taking and contracting (client engagements and partnership agreements)
• Act as the primary liaison between clients, partners, and the technical delivery team to ensure efficient engagement.
• Understand and analyze client needs and cybersecurity incident details to provide high-level solutions and scoping.
• Supporting the sales estimation and scoping process (including contracts and quotes)
• Identification and development of new business opportunities for partner relationships and following-up on proactive service opportunities.

You will interact with internal and external executive management, legal partners, strategic partners and internal technical teams; therefore, communication and attention to detail are of paramount importance.

You will directly contribute to breach, remediation, advisory and security awareness engagements by supporting the sales estimation and scoping process (including SoW creation) and establishing relationships with key decision stakeholders as a trusted advisor.

The role requires translating client needs into the services to be delivered by the technical teams.

While the role is not technical in nature, the understanding of the fundamental services offered into the marketplace and how these services align to security compliance requirements and/or incident response or digital forensics is key.

You are expected to acquire and develop a strong understanding of fundamentals of digital investigations and their underlying principles. You will be responsible for deliverables to clients for the commercial engagement lifecycle as well as supporting the project management team with reporting on engagement, client and commercial data.

The successful candidate will be responsible for the following:

• Build the universe of prospective partners; research and develop a deep understanding of the Digital Forensics & Incident Response (DFIR) and Post Breach Remediation (PBR) markets
• Prospect for, uncover and evaluate new partner business opportunities
• Work with Senior Management to lead the negotiation of any new contracts with partners
• Own and manage existing partner relationships including contract renewals (partnerships and retainers)
• Communicate, facilitate, and align understanding of the scope of support services and partner expectations
• Ensure consistent delivery of high-quality service & support solutions on a partner and engagement level
• Ensure consistent timely resolution of issues
• Ensure consistent professional conduct
• Establish cadence to review partner performance, develop action plans and identify emerging issues
• Establish relationships at the partner level with as many account executives as possible and provide regular communications and update in order to remain relevant.
• Participate on Scoping calls and note taking with senior management.
• Sending weekly/monthly activity reports to the reporting manager
• Assist in sales and marketing activities as needed
• Support the Project Management Office on Client/Partner/Engagement development related activities.

Job Requirements:

• Primarily remote with some presence at the Office for meetings and other events as required
• Seek guidance and direction but focus on working Independently, and with minimal supervision while delivering high quality outputs
• Remain current on information security, emerging threat trends, and services
• Develop a high degree of comfort in customer facing situations
• Strong writing and communication skills required
• Take meticulous notes and demonstrate strong reporting capabilities with an emphasis on detail
• Acquire and develop a strong understanding of fundamentals of digital investigations and their underlying principles, as well as the company's services provided.
• Previous experience in a similar role within the cybersecurity industry or technical client incident support.
• Strong problem-solving skills and the ability to think critically under pressure.

Educational and Background Requirements:

• Bilingual (French/English) is a MUST!
• Proficiency in communication for business audiences in French and English, both written and spoken
• BA/BS degree or equivalent
• Strong presentation skills and the ability to articulate complex concepts to cross-functional audiences
• Strong written/verbal communication skills and the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
• Ability to work effectively across internal and external organizations
• Ability to multi-task, prioritize, and manage time effectively
• Work collaboratively with customers and self-manage through difficult situations with a focus on client satisfaction
• Ability to respond in a 24/7/365 environment; must be willing to work evenings, overnight, weekends, and holiday hours as needed

Why Join Us:

• Opportunity to work with a dynamic and innovative team.
• Engage with high-profile clients and partners in the cybersecurity industry.
• Competitive Base: CA$65K/yr - CA$70K/yr
• Health benefits package (dental, medical, vision, drugs, travel, etc)
• 10% Annual Bonus
• 3 weeks of Paid Vacation
• 3 paid wellness days per year
• Monthly cell/internet reimbursement
• Opportunity to earn time in lieu (when working after hours/weekends, etc)
• Fast-growing company, amazing team, great culture.

If you are a proactive and dedicated professional with a passion for cybersecurity and client engagement, we encourage you to apply for this exciting opportunity.

* Resumes must be submitted in English *