Cybersecurity Advisors Network (CyAN)

Analyst

• Field incoming requests from end users via telephone and e-mail (through the ticketing system) in a professional and courteous manner.
• Prioritize and work tickets, escalating to the appropriate client or internal team as needed while following contractual guidelines where available.
• Document all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Apply diagnostic utilities to aid in troubleshooting.
• Help to create and maintain up-to-date documentation of existing and new client systems and environments.
• Provide basic network support for client workstations.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Service Desk Analyst

Sales

• A Sales Specialist operates at the intersection of deep technical expertise and customer-facing engagement, providing guidance that supports sales without owning full solution architecture.
• The role is responsible for translating customer business and technical requirements into credible product or solution use cases, delivering detailed technical discovery, demos, proof-of-concepts, statement of work, and competitive positioning.
• Presales specialists validate feasibility, performance, integration points, and constraints, while advising on best practices, configurations, and trade-offs within defined architectures.
• They collaborate closely with solution architects to refine designs, ensure technical accuracy, and de-risk proposed solutions, while enabling sales teams with technical solutions.
• Develop and execute sales strategies for Cloud and Modern Work (Microsoft) services aligned to customer business objectives, risk posture, and operational maturity—not just product attachment.
• Lead structured discovery to understand customer environments, security gaps, operational challenges, compliance requirements, and service readiness, qualifying opportunities based on technical fit, scope, and delivery feasibility.
• Articulate the business value of professional services, managed services, and cybersecurity offerings.
• Work closely with technical SMEs, solution architects, security engineers, and service delivery leaders to scope engagements accurately, validate assumptions, and ensure proposed services are achievable and profitable.
• Define service scope, effort, timelines, and success criteria for proposals, statements of work (SOWs), and managed service orders (MSOs), ensuring alignment between customer expectations and delivery capabilities.
• Engage confidently in cybersecurity discussions, including licensing requirements, risk management, entitlements, functionality, and managed security services (e.g., Defender, MDR, SOC, Entra, Sentinel, vulnerability management).
• Manage and forecast a services-centric sales pipeline.
• Partner with customer success and service teams to drive renewals, upsell additional services, and expand scope based on evolving customer needs, security maturity, and operational complexity.
• Guide customers through procurement processes and contract negotiations, ensuring pricing, terms, SLGs, and compliance requirements align with organizational standards.
• Provide feedback to leadership, product, and services teams on market trends, customer pain points, competitive pressures, and service improvement opportunities—particularly in managed and cybersecurity services.
• Sales Overlay resource for sales account executives.
• Guide team on developing pitches, quality presentations, sequences, and campaigns.
• Lead and mentor the sales team on increasing effectiveness.
• Ensure solution design will meet or exceed client expectations.
• Confirm Cyber Advisors’ technical capabilities align with customer requirements.

Sales Specialist – Cloud and Modern Work

• Operate at the intersection of technical expertise and customer engagement
• Translate customer requirements into credible product use cases
• Collaborate closely with solution architects to ensure technical accuracy
• Engage confidently in cybersecurity discussions
• Manage and forecast a services-centric sales pipeline

Sales Specialist

Project Manager

• Own the full project lifecycle for assigned PS and MSP engagements — from initiation through closure
• Manage a portfolio of 30–60 concurrent projects of varying scope and complexity
• Build and maintain project schedules, track milestones, and surface blockers before they become issues
• Create and maintain project documentation in ConnectWise, including status notes, work plans, and time entries
• Drive projects to closure — manage CAF, invoice handoff to finance, and post-project follow-up
• Serve as the primary client point of contact throughout the project lifecycle
• Send welcome emails, lead kickoff meetings, and provide regular status updates
• Manage scope and change orders — identify out-of-scope work early and drive CO decisions
• Keep MS engineers informed on projects that touch their accounts
• Partner with Sales and Solution Architects on project handoffs — understand scope, dependencies, and client context before kickoff
• Assign and coordinate engineers and consultants based on skillset and availability
• Escalate issues quickly and propose solutions — don't sit on problems
• Contribute to PMO process improvement initiatives, templates, and documentation

Senior Project Manager, IT Solutions

• Support the onboarding PM across a portfolio of active MSP onboarding, conversion, and offboarding projects.
• Maintain accurate project documentation in ConnectWise — statuses, notes, work plans, and task assignments.
• Monitor project milestones and flag items at risk of missing target dates.
• Track open action items and follow up with internal teams to keep tasks moving.
• Prepare meeting agendas, capture notes, and distribute recaps and action items within 24 hours.
• Send templated client communications on behalf of the PM — welcome emails, weekly check-in summaries, status updates.
• Serve as a secondary point of contact for routine client questions during active onboarding.
• Coordinate client-facing scheduling: kickoff meetings, weekly check-ins, and milestone reviews.
• Coordinate with onboarding engineers, MS engineers, and procurement to confirm task readiness and dependencies.
• Maintain the onboarding checklist and project documentation throughout the project lifecycle.

Project Coordinator – MSP Onboarding

• Lead complex DFIR investigations end-to-end: scope, evidence strategy, analysis, and findings validation across endpoint, identity, cloud, and network telemetry.
• Perform advanced forensic analysis (disk, memory, cloud artifacts) including timeline construction, persistence discovery, credential access signals, and data access/exfiltration assessment.
• Conduct root cause analysis to determine the TTPs (Tactics, Techniques, and Procedures) used by threat actors and propose measures to prevent similar incidents in the future.
• Serve as incident lead or deputy lead for major incidents: coordinate containment/eradication/recovery with stakeholders and ensure evidence is preserved while response actions proceed.
• Produce high-quality incident reports: executive summary, technical narrative, timeline, root cause, and prioritized remediation recommendations.
• Own and improve DFIR playbooks, evidence collection checklists, and case documentation standards; conduct quality reviews and coaching.
• Design/implement analysis automation (scripts, parsers, Velociraptor/KAPE artifacts, SOAR integrations) to reduce time-to-triage and improve consistency.
• Support threat hunting and detection improvement by translating DFIR findings and Offensive Security TTPs into detection opportunities and telemetry requirements.
• Mentor DFIR Analysts through case reviews, technical sessions, and training plans; help build specialization (cloud forensics, memory, network, malware triage).

Senior Digital Forensics, Incident Response Analyst

Engineer

• Lead the design, architecture, and implementation of networking and security solutions, with a primary focus on Fortinet technologies
• Own the technical success of projects, including design quality, delivery, and client satisfaction
• Act as the primary technical resource and escalation point for complex networking and security issues
• Lead or support technical discovery, solution design, and scoping efforts during the sales process
• Design and deploy Fortinet-based solutions including FortiGate, SD-WAN, VPN, and security services
• Implement and optimize Fortinet Security Fabric components (FortiManager, FortiAnalyzer, FortiClient EMS, etc.)
• Support and work within multi-vendor environments including Cisco, Aruba, and Sophos where required
• Lead network and firewall migrations, including transitions from other vendors to Fortinet
• Identify risks, gaps, and improvements in client environments and provide clear, actionable recommendations
• Provide technical leadership and mentorship to other engineers, including reviewing designs and configurations
• Document environments, designs, and project deliverables clearly and accurately
• Work directly with clients to explain technical concepts and guide decision-making