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SOC Support Specialist- Eastern Time Zone

Huntress · SOC Support

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Where
United States of America
Posted
Sep 8

This is an entry-level partner-facing role on the SOC Support team. You will help partners understand and respond to security incidents while coordinating with Huntress Security Operations, Product Support, Engineering, Detection Engineering, Sales/CAM, and other internal teams.

You will manage work across a global support queue and provide clear, calm communication through email, chat, and outbound phone calls. The role combines customer support, basic cybersecurity troubleshooting, structured escalation, incident communication, and disciplined follow-through. You will receive structured training and build independence progressively through shadowing, reverse shadowing, coached queue work, and increasingly independent partner interactions.

What you'd do

  • Foundational understanding of cybersecurity concepts, with interest in endpoint security, identity compromise, phishing, incident response, and security monitoring.
  • Strong written and verbal communication skills, including the ability to explain technical information to partners with different levels of security experience.
  • The ability to remain calm, empathetic, organized, and solution-focused when supporting a partner through an active incident or a high-friction situation.
  • Sound judgment about urgency, priorities, ownership, and when to ask for help or escalate.
  • The ability to follow a documented process while still asking questions, challenging assumptions, and investigating when a ticket does not look right.
  • Comfort managing competing priorities in a dynamic queue and maintaining reliable participation in scheduled live coverage.
  • A collaborative approach to working in public internal channels and with teammates across regions and functions.
  • Self-awareness, resourcefulness, and the ability to work independently in a remote environment while actively seeking guidance when needed.
  • A learning mindset and willingness to build proficiency in Huntress products, Zendesk workflows, incident reports, escalation procedures, and partner communication.
  • Availability for occasional scheduled weekend or on-call/call-in coverage, subject to the team’s operating model and applicable policy.