SOC Support Specialist- Pacific or MountainTime Zone, Weekend Shift

Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference.

Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service.

We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.

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.

• →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 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.

• 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.