Incident Response Assistant

About Emergence 

Emergence is an award-winning specialist underwriting agency focused on protecting businesses and individuals against technology and cyber risks. 

Due to continued growth, we are looking for two customer-focused Incident Response Assistants to join our Sydney team. This is an opportunity to develop specialist expertise in one of the insurance industry’s most dynamic areas while contributing to a growing and collaborative underwriting agency. 

About the role 

We are looking for a confident and personable individual who is passionate about delivering an exceptional customer experience during a cyber incident. 

As a natural relationship-builder and collaborative problem-solver, you will support customers through critical and time-sensitive situations, helping to coordinate an effective response and ensuring they receive the assistance they need. Please note this is not a technical cyber role. 

You will join an experienced team of incident response professionals who will support, train and mentor you as you build your capability. The role offers a clear career pathway from Incident Response Assistant to Incident Response Coordinator. 

This is primarily a standard business-hours role; however, you will participate in a 24/7 hotline roster and should expect some rostered after-hours and weekend work. 

Key responsibilities 

In this role, you will: 

• Serve as the first point of contact for customers experiencing a cyber incident, providing prompt and efficient support by telephone, video conference and email; 

• Triage information received during the initial notification and help determine the most appropriate course of action; 

• Assist with the customer-facing incident response from inception through to resolution; 

• Support coordination across the customer, internal teams and expert external providers; 

• Document incidents and maintain accurate, detailed and up-to-date records; and 

• Build your expertise over time to manage incident response for personal cyber policyholders. 

About you 

More important than previous cyber experience is your ability to build relationships, remain calm under pressure and provide an exceptional customer experience during challenging situations. 

To be successful, you will bring: 

• A self-driven approach and outstanding written and verbal communication skills; 

• Strong relationship-management skills and the ability to communicate confidently with a broad range of internal and external stakeholders; 

• Excellent organisation and time management, with the ability to manage competing priorities; 

• A collaborative mindset and experience working with others to achieve shared goals, particularly under pressure; 

• Strong project-management capability, with relevant qualifications considered favourably; 

• The ability to think critically, evaluate information and develop practical solutions; and 

• The ability to remain composed and reassure others during crisis situations. 

• A basic understanding of cybersecurity concepts would be advantageous but is not essential. 

This is not a technical cybersecurity role. It may be particularly well suited to someone from a consulting, project-management or other customer-facing background who brings life experience, and is considering a career change. 

Why join Emergence? 

At Emergence, you will have the opportunity to develop specialist expertise, work closely with experienced industry professionals and contribute to the continued growth of an award-winning business. 

Some of the benefits we offer: 

• A clear career pathway from Incident Response Assistant to Incident Response Coordinator, supported by ongoing mentoring, training and professional development; 

• Short- and long-term incentive opportunities, subject to eligibility and plan terms; 

• Hybrid working, with three days in the office once established in the role, and a working-from-home technology allowance; 

• Up to 14 weeks’ paid parental leave; 

• Discounts across a range of retail, travel and insurance products; and 

• Regular social events and a welcoming Sydney CBD office with snacks and refreshments. 

If you are passionate about cyber security, enjoy solving problems and thrive in high-stakes environments, apply now!