SOC Support Specialist

About Huntress

Huntress is a cybersecurity company founded in 2015 by former NSA cyber operators. We are a remote-first team dedicated to making enterprise-grade cybersecurity accessible to businesses of all sizes. Our platform is backed by a 24/7 human-led Security Operations Center (SOC), ensuring our customers are protected. We currently secure over 5 million endpoints and 11 million identities globally, and our numbers continue to grow as more businesses rely on our services for confidence and support.

Job Summary

This entry-level position serves as a crucial link between our partners/customers and the Security Operations Center (SOC) team. The role demands excellent customer service and communication abilities, alongside a foundational understanding of cybersecurity, to ensure effective service delivery and partner satisfaction.

Responsibilities

• Deliver outstanding customer support through phone, email, and chat for Huntress incident reports, escalations, and SIEM-related inquiries.
• Translate complex SOC concepts, log data, and product functionalities into clear, actionable guidance for partners.
• Lead communication during high-severity or complex incidents, ensuring clear dialogue, documenting decisions, and agreeing on subsequent actions.
• Collaborate with Product Support, SOC, and other internal departments to clarify detection capabilities, identify data gaps, and explain product behavior, then communicate these findings back to partners.
• Troubleshoot product issues and provide support for other product-related requests as needed.
• Act as a liaison for partner needs, channeling feedback to appropriate internal teams.
• Respond promptly and informatively to partner security concerns.
• Contribute to the creation of knowledge base articles, standardized responses, and internal operational guides based on recurring ticket patterns to enhance team consistency and efficiency.

What You Bring To The Team

• A demonstrated enthusiasm for cybersecurity, with a focus on identity compromise, phishing, incident response, and endpoint security, coupled with a commitment to ongoing learning.
• Superior written and verbal communication capabilities.
• The ability to maintain composure, empathy, and a solution-oriented approach while assisting partners during active security incidents or when dealing with heightened emotions and expectations.
• An interest in developing incident management and incident commander skills, including managing information flow, setting priorities, and driving incidents to resolution.
• Proficiency in facilitating group discussions during high-pressure scenarios and systematically documenting timelines, decisions, and action items.
• A strong capacity for prioritizing and managing a fluctuating ticket queue, balancing urgent incident response with follow-up tasks and longer-term investigations.
• Enthusiasm for cross-team collaboration and keeping both internal stakeholders and external partners informed throughout the investigation and engineering processes.
• Adaptability to change and success in dynamic environments, particularly as products, detections, and internal procedures evolve based on real-world cases.
• A proactive attitude towards asking questions, questioning assumptions, and investigating product behavior when anomalies are detected in tickets.
• High self-awareness and the ability to work autonomously in a remote setting, while also recognizing when to seek assistance or escalate issues.

Additional Information

This role is based in the Pacific Time Zone and reports to the Manager, SOC Support. The compensation range is $50,000 to $65,000 annually, plus bonus and equity. Huntress is committed to fostering an inclusive culture where all team members feel valued, heard, and empowered. We do not discriminate based on protected characteristics. Accommodations are available upon request for individuals needing assistance with the application or hiring process. Huntress utilizes AI tools to support the review and evaluation of job applications, which assist human recruiters but do not make final hiring decisions independently. By applying, you acknowledge this use of AI and can review our Candidate Privacy Notice for more details.

Terms & Conditions

Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.