SOC Support Specialist

About Huntress

Huntress is a remote-first cybersecurity company founded in 2015 by former NSA cyber operators. We aim to make enterprise-grade cybersecurity accessible to businesses of all sizes, working closely with security teams and service providers. Our platform is backed by a 24/7 human-led Security Operations Center (SOC), ensuring continuous protection for over 5 million endpoints and 11 million identities worldwide. We are committed to standing with our customers and supporting each other.

What You'll Do

This entry-level role serves as a crucial link between our partners/customers and the Security Operations Center (SOC) team. Success in this position requires excellent customer service and communication abilities, coupled with a strong foundation in 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 calls for high-severity or complex incidents, ensuring clear communication, documenting decisions, and agreeing on subsequent actions.
• Collaborate with Product Support, SOC, and other internal departments to clarify detection coverage, identify data gaps, and understand 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 partner advocate, channeling feedback to relevant internal teams.
• Address partner security concerns promptly and informatively.
• Contribute to the creation of knowledge base articles, macros, and internal runbooks based on recurring ticket patterns to enhance team consistency and efficiency.

What You Bring To The Team

• A demonstrated passion for cybersecurity, with a focus on identity compromise, phishing, incident response, and endpoint security, alongside a dedication to ongoing learning.
• Exceptional written and verbal communication skills.
• The ability to remain calm, empathetic, and solution-oriented while assisting partners during active security incidents or high-stress situations.
• 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 documenting timelines, decisions, and action items systematically.
• A strong capacity to prioritize and manage a dynamic ticket queue, balancing urgent incident response with follow-ups and investigations.
• Enthusiasm for cross-team collaboration and keeping both internal stakeholders and partners informed throughout the investigation and engineering processes.
• Adaptability to change and success in evolving environments, particularly as products, detections, and processes are refined based on real-world cases.
• A proactive approach to asking questions, challenging assumptions, and investigating product behavior when discrepancies arise.
• Strong self-awareness and the ability to work independently in a remote setting, knowing when to escalate or seek assistance.

Additional Information

Huntress is committed to fostering an inclusive culture where every team member is valued, heard, and empowered to be their authentic selves. 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.

Accommodations are available for individuals requiring reasonable accommodation to complete the application process, interviews, or pre-employment testing. Inquiries should be directed to accommodations@huntresslabs.com.

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