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

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
Familiarity with cybersecurity services, digital investigations, and compliance frameworks (preferred)
Bachelor's degree or equivalent experience (preferred)
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)

Engagement Support Specialist

Key skills