SOC Support Specialist

About This Role

This entry-level role acts as a crucial intermediary between partners/customers and the Security Operations Center (SOC) team, ensuring effective service delivery and partner satisfaction through exceptional customer service and a solid understanding of cybersecurity.

Responsibilities

• Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions.
• Ensure partner understanding by breaking down complex SOC concepts, log data, and product behavior into digestible, actionable guidance.
• Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and aligning on next steps.
• Collaborate effectively with Product Support, Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior, then relay updates back to partners.
• Troubleshoot product issues and provide support for other product-related requests as needed.
• Advocate for partner needs and provide feedback to the relevant internal teams.
• Address partner security concerns with timely and informative responses.
• Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency across the team.

Requirements

• Ability to work Tuesday through Saturday
• Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security
• Exceptional written and verbal communication skills
• Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents
• Interest in developing incident management / incident commander skills
• Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items
• Strong ability to prioritize and manage a dynamic ticket queue
• Enthusiasm for working collaboratively across teams
• Embraces change and excels in evolving environments
• Strong self-awareness and the ability to work independently in a remote setting

Qualifications

• Entry-level role, internship, or equivalent experience in cybersecurity support, help desk, or MSP environments.

Nice to Have

• MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms
• Microsoft 365/Entra experience, particularly around identity, mailbox behavior, and phishing scenarios
• Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources)
• Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies

Skills

* Required skills

Benefits