SOC Support Specialist- Eastern Time Zone

Huntress · SOC Support

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.