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.

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