SOC Support Specialist

Role overview

This is a remote-first SOC Support Specialist role in the United States, supporting a partner company that handles all applications and hiring steps. The position acts as the communication link between customers and a 24/7 Security Operations Center, especially during active security incidents. It requires a blend of cybersecurity awareness and customer-facing communication to help partners understand, triage, and resolve incidents effectively while preserving trust and clarity throughout the process.

You will work in a fast-moving security environment alongside SOC analysts, product support, and engineering teams. The role is designed for someone who is comfortable working under pressure, can translate technical security information into practical guidance, and wants to deepen incident response expertise while helping protect millions of endpoints and identities.

Key accountabilities

• Serve as the main point of contact between partners/customers and the Security Operations Center for incident reports, escalations, and other security-related questions across multiple communication channels.
• Explain complex SOC and cybersecurity findings in a way that is useful for both technical teams and non-technical stakeholders.
• Run and coordinate high-severity incident calls, keeping documentation accurate, tracking timelines, capturing decisions, and aligning everyone on next actions.
• Work with SOC, Product Support, and internal engineering teams to investigate detection behavior, product defects, and missing data, then relay status updates to partners.
• Handle and prioritize a changing ticket queue while balancing urgent incident response work with follow-up investigations.
• Help maintain and improve internal knowledge resources such as runbooks, macros, training content, and knowledge-base articles.
• Represent partner needs by spotting repeated issues, escalating them appropriately, and contributing to ongoing improvements in detection and response processes.

Requirements

• Genuine interest in cybersecurity topics such as phishing, identity compromise, endpoint protection, and incident response.
• Strong written and spoken communication skills, with the ability to stay calm, empathetic, and solution-focused during active incidents.
• Ability to read technical security information and convert it into clear next steps for different audiences.
• Good organizational ability and experience managing several priorities in a busy, changing environment.
• Comfort working in incident-led workflows, including facilitating discussions, tracking event timelines, and coordinating next steps under pressure.
• Capability to work independently in a remote setting while knowing when to escalate or bring in other teams.
• Helpful background: MSP or help desk experience, ticketing platforms such as Zendesk, or support work across multiple customers.
• Helpful background: familiarity with Microsoft 365/Entra, phishing investigations, SIEM concepts, or basic networking fundamentals.

Benefits and perks

• Fully remote-first work setup.
• Competitive pay with equity participation for all full-time employees.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement plan with employer contribution.
• Paid time off, sick leave, and paid holidays.
• 12 weeks of paid parental leave.
• Life and disability insurance.
• Annual allowance for learning and professional development.
• One-time $500 home office setup reimbursement.
• $75 monthly digital stipend.
• Access to coaching and personal development tools such as BetterUp.
• Strong emphasis on career growth, continuous learning, and internal mobility.

Application and hiring process

This position is represented by a partner company that manages applications and the next stages of hiring. Applications are reviewed using an AI-assisted matching process to compare candidates against the role's core requirements, after which the top-matching profiles are shared with the hiring employer. The final hiring decisions and follow-up steps such as interviews or assessments are handled by the partner's internal team.

Privacy and data processing

By applying, candidates acknowledge that their personal data may be processed to assess candidacy and shared with the hiring employer under applicable data protection laws, including GDPR where relevant. Applicants may exercise data rights such as access, correction, deletion, and objection at any time. AI tools may assist with parts of the hiring workflow, including resume review and response analysis, but final decisions are made by human reviewers. Candidates may contact the team for more information about data handling.