SOC Support Specialist, Huntress

• To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills, as well as a solid understanding of cybersecurity
• Must be able to work Tuesday through Saturday
• Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning
• Exceptional written and verbal communication skills
• Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high
• Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution
• Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way
• Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations
• Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering
• Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases
• Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right
• Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help

Desirable

• This is an entry-level role in which you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team
• 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
• Reports to: SOC Support Manager

• 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