SOC Support Analyst

Job Description

SOC Support Specialist- Central Time Zone | Huntress

The Tone:
This is an entry-level, full-time role at Huntress, located remotely in the US. Huntress makes enterprise-grade cybersecurity accessible to businesses of all sizes, building in-house technology backed by a 24/7 human-led Security Operations Center. This role acts as a crucial intermediary, ensuring effective service delivery and partner satisfaction by connecting customers with the SOC team and translating complex security concepts.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote, US
• Pay: $50000–$65000 yearly
• Team: Reports to Manager, SOC Support
• Mission: Act as an intermediary between partners/customers and the Security Operations Center (SOC) to facilitate effective service delivery and ensure partner satisfaction.

What You’ll Actually Do
• 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.
• Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency.

The Must-Haves
• Background: This is an entry-level role requiring a demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning. A solid understanding of cybersecurity concepts is also required.
• Experience: Exceptional customer service and communication skills are essential. Candidates should have an interest in developing incident management skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution. The role requires comfort facilitating group discussions during high-pressure situations and the ability to capture timelines, decisions, and action items in a structured way.
• Skills: You must possess exceptional written and verbal communication skills, the ability to remain calm, empathetic, and solution-focused during security incidents, and a strong ability to prioritize and manage a dynamic ticket queue.
• Bonus: MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms. Basic understanding of 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.