[Hiring] SOC Support Specialist @Huntress

Role Description

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. 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.

Responsibilities:

• 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.

Qualifications

• 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.

Requirements

• MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms.
• Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios.
• Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources).
• Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies.

Benefits

• 100% remote work environment - since our founding in 2015.
• New starter home office set-up allowance (€480).
• Generous personal leave entitlements.
• Digital monthly reimbursement (€111).
• Travel to the US 1-2 times/year for various company events.
• Pension.
• Access to the BetterUp platform for coaching, personal, and professional growth.