SOC Support Specialist- Pacific or MountainTime Zone, Weekend Shift

• 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.
• Use AI tools in day-to-day work to summarize tickets, sharpen partner communications, and improve documentation with good judgment and human review.

• Must be able to work Tuesday through Saturday.
• 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 during high-pressure situations.
• Interest in developing incident management / incident commander skills.
• Comfortable facilitating group discussions during high-pressure situations.
• Strong ability to prioritize and manage a dynamic ticket queue.
• Enthusiasm for working collaboratively across teams.
• Embraces change and excels in evolving environments.

Pay range: $50K - $65K

• 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.