Position Overview
We are seeking a highly skilled and motivated
Bilingual
(French and English, written and spoken) Engagement Support Specialist to join our dynamic team. This role serves as a vital link between clients, partners, business development, and technical delivery teams. You will support executive leadership (internal and external) throughout the engagement lifecycle, ensuring seamless coordination and exceptional client service.
Key Responsibilities
Coordinate and manage the scoping, quoting, and contracting process for client and partner engagements.
Participate in scoping calls and take detailed technical notes to support contract development.
Act as the primary liaison between clients, partners, and technical teams to ensure efficient engagement execution.
Translate client needs and incident details into actionable service scopes aligned with cybersecurity best practices.
Support sales and effort estimation during pre-engagement phases.
Contribute to the creation of Statements of Work (SoWs) and maintain strong relationships with decision-makers for a smooth contract signoff.
Ensure consistent delivery of high-quality service & support on a client and partner engagement
Ensure consistent, timely resolution (scope and contract) of issues
Ensure consistent professional conduct
Assist in reporting and documentation for client engagements and commercial activities.
Provide after-hours support on a rotational basis, ensuring responsiveness during critical incidents.
While the role is not technical in nature, the understanding of the fundamental services CYPFER offers in the marketplace and how these services align with security compliance requirements and/or incident response, or digital forensics is key.
Educational and Background Requirements:
Bilingual fluency in
English and French (
written and spoken), with strong business communication skills.
Proven experience in engagement coordination, contracting, or client-facing roles.
Exceptional organizational skills and attention to detail.
Ability to work independently and manage multiple priorities in a high-pressure environment.
Strong problem-solving capabilities and critical thinking under time-sensitive conditions.
Strong presentation skills and the ability to articulate complex concepts to cross-functional audiences.
Comfort in customer-facing situations with strong written/verbal communication skills and the ability to communicate with both technical and non-technical, internal and external stakeholders.
Familiarity with cybersecurity services, digital investigations, and compliance frameworks (preferred).
Qualifications
Bachelors degree or equivalent experience (preferred).
Strong presentation and interpersonal skills.
Experience supporting executive-level stakeholders and cross-functional teams.
Ability to work flexible hours, 24/7/365 environment, including evenings, weekends, and holidays as part of an on-call rotation.
Ability to multitask, prioritize, and manage time effectively.
Prior exposure to the cybersecurity industry or technical incident support (asset).
Ability to acquire and develop a strong understanding of the fundamentals of digital investigations and their underlying principles, as well as CYPFER services provided.