Security Operations Analyst, Vagaro

• 1+ years of experience in Security Operations, Fraud Investigation, Technical Support, or a related field
• Familiarity with phishing, account takeover (ATO), and common online fraud patterns
• Experience working in ticketing systems (Zendesk or similar)
• Strong written documentation skills
• Ability to analyze account activity and identify suspicious patterns
• Detail-oriented with strong organizational skills
• Ability to work in a fast-paced environment with shifting priorities
• Security+, CompTIA CySA+, GIAC or equivalent certification preferred

Desirable

• The Security Operations Analyst (Support & Fraud Triage) supports Vagaro’s Security team by triaging and investigating security-related escalations originating from Customer Support and Fraud
• This role focuses on identifying common threats such as phishing, account takeover (ATO), suspicious account activity, and abuse patterns, and executing standardized containment actions using established playbooks
• This position strengthens Vagaro’s ability to respond quickly and consistently to customer-impacting security concerns while ensuring that only well-documented, high-confidence issues are escalated to Engineering
• Investigate and triage security-related escalations from Zendesk, Fraud team and Vulnerability Disclosure Program (VDP)
• Apply consistent severity classification and prioritization using established guidelines
• Validate reported security concerns and determine appropriate next steps
• Identify and respond to phishing attempts, account takeover (ATO), credential stuffing indicators, suspicious automation, and abnormal account or payment behavior
• Execute containment actions using approved runbooks (account restrictions, session resets, blocking indicators, customer guidance)
• Collect artifacts and escalate complex or high-risk threats to senior Security personnel
• Maintain clear, thorough case documentation including evidence, actions taken, and final resolution
• Track follow-ups to ensure timely closure and customer communication where required
• Maintain audit-ready records for security review
• Escalate high-confidence issues to Engineering with clear reproduction steps and impact summaries
• Collaborate with Fraud and Customer Support to clarify security signals and reduce duplicate escalations
• Support senior analysts during active incidents
• Track intake volume, resolution time, and recurring issue themes
• Contribute to updates on runbooks, triage checklists, and response templates
• Identify opportunities to improve detection quality and reduce repetitive workload