SOC Support Specialist- Eastern Time Zone

Reports to: SOC Support Manager

Location: Remote US

Compensation Range: $50,000 to $65,000 base, plus bonus and equity; This role may be eligible for on-call/call-in pay in addition to base pay
*This role requires being located in the Eastern Time Zone.*

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.

• Triage and manage work in the global SOC Support queue, balancing new requests, active incident work, follow-ups, research, and longer-running investigations.
• Provide clear, timely, and empathetic partner support through email, chat,and outbound phone calls for incident reports, escalations, SIEM-related questions, product behavior, and security concerns.
• Conduct or support outbound partner outreach for urgent or complex situations, including preparing from the incident context, confirming the partner-facing ask, communicating remediation guidance, documenting the conversation, and tracking next steps.
• Translate SOC findings, incident reports, log data, detections, and product behavior into practical guidance that partners can understand and act on.
• Lead or support partner calls for high-severity or complex incidents; keep the conversation organized, capture timelines and decisions, communicate priorities, and confirm owners and next steps.
• Provide scheduled live-time coverage for phone and/or chat, actively monitoring the assigned channel and maintaining reliable availability during the scheduled block.
• Investigate and troubleshoot partner questions within the scope of SOC Support, using approved resources, macros, knowledge-base content, and internal guidance.
• Recognize when an issue requires deeper investigation or another team’s ownership. Gather the required context, use the appropriate escalation workflow, route the issue to the correct team, set expectations with the partner, and follow up until the request is resolved or clearly handed off.
• Collaborate with Security Operations/Tactical Response, Detection Engineering, Product Support, Engineering, Product teams, Sales/CAMs, and Support Leadership to clarify detection coverage, data gaps, product behavior, partner needs, and next steps.
• Maintain accurate ticket records, investigation notes, timelines, internal conversations, partner updates, action items, and cross-shift handoffs so work can continue without loss of context.
• Resolve tickets when the work is complete and leave clear ownership and next steps when it is not; do not allow open work to stall without a documented reason and partner update.
• Identify recurring ticket patterns and knowledge gaps, and contribute improvements to knowledge-base articles, macros, troubleshooting pathways, escalation guides, and internal runbooks.
• Participate in scheduled weekend or on-call/call-in coverage when assigned, in accordance with team policy.

• 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.

• MSP, help desk, technical support, or customer support experience serving multiple customers.
• Microsoft 365 or Entra experience, especially identity, mailbox behavior, inbox rules, and phishing scenarios.
• Basic SIEM and log-analysis experience, including event codes, search queries, and correlation across data sources.
• Basic networking knowledge related to VPNs, IP addresses, host connectivity, and geographic or usage anomalies.
• Experience communicating during an incident, coordinating multiple stakeholders, or documenting technical investigations.

What We Offer: 

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• $75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth