SOC Support Specialist

<p><strong>Reports to: Senior Manager, Product Support</strong></p> <p><strong>Location: Remote Australia</strong></p> <p>&nbsp;</p> <p><strong>What We Do:</strong></p> <p>Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.</p> <p>Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.</p> <p>Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.</p> <p><strong>What You’ll Do:&nbsp;</strong></p> <p>This is an entry-level role where 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 and a solid understanding of cybersecurity.</p> <p><strong>Responsibilities:&nbsp;&nbsp;</strong></p> <ul> <li>Provide exceptional customer support via phone, email, and chat</li> <li>Address partner security concerns with timely and informative responses</li> <li>Ensure partner understanding by breaking down complex SOC concepts and actions into digestible information</li> <li>Lead calls with partners, facilitating communication and collaboration with the SOC team</li> <li>Troubleshoot product issues and provide support for other product-related requests as needed</li> <li>Collaborate effectively with internal teams to ensure customer satisfaction</li> <li>Advocate for partner needs and provide feedback to the relevant internal teams</li> <li>Contribute to the development of knowledge base articles and other support resources</li> </ul> <p><strong>What You Bring To The Team:&nbsp;&nbsp;</strong></p> <ul> <li>Demonstrated passion for cybersecurity with a commitment to continuous learning and development in the field</li> <li>Exceptional communication and interpersonal skills</li> <li>Remain calm and empathetic when supporting partners through security incidents.</li> <li>Strong ability to prioritize daily tasks</li> <li>Enthusiasm for working collaboratively and making a meaningful contribution to a successful team</li> <li>Embraces change and excels in evolving environments</li> <li>Not afraid to ask questions&nbsp;</li> <li>Strong self-awareness and the ability to work independently</li> <li>MSP or Help Desk Experience</li> <li>Microsoft 365/Entra Experience</li> <li>Basic understanding of Networking&nbsp;</li> <li>Basic understanding of SIEM tooling</li> </ul> <p><strong>What We Offer:&nbsp;</strong></p> <ul> <li>Fully remote work</li> <li>At least one annual trip to the US for Summer Summit, with additional local events in Australia!</li> <li>New starter home office set up reimbursement ($800 AUD)</li> <li>12 weeks paid parental leave for both primary and secondary carers</li> <li>Monthly digital allowance for personal phone and internet costs ($185 AUD)</li> <li>Monthly home office tech stipend to upgrade or replace equipment ($40 AUD)</li> <li>Subsidised private health insurance through our preferred provider</li> <li>Stock options for <strong>all</strong> full-time employees</li> <li>Access to the BetterUp platform for coaching, personal, and professional growth</li> </ul> <p>&nbsp;</p> <p><em><span style="font-weight: 400;">Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are.</span></em></p> <p><em><span style="font-weight: 400;">We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.&nbsp;</span></em></p> <p><em>People from all culturally diverse backgrounds, including Aboriginal &amp; Torres Strait Islander Peoples, are encouraged to apply.</em></p> <p><em data-stringify-type="italic">We do discriminate against hackers who try to exploit businesses of all sizes.</em></p> <p><strong>Accommodations:</strong></p> <p><em><span style="font-weight: 400;"><em data-stringify-type="italic">If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to&nbsp;</em><em data-stringify-type="italic"><a class="c-link" href="mailto:accommodations@huntresslabs.com" target="_blank" data-stringify-link="mailto:accommodations@huntresslabs.com" data-sk="tooltip_parent">accommodations@huntresslabs.com</a></em><em data-stringify-type="italic">. Please note that non-accommodation requests to this inbox will not receive a response.</em></span></em></p> <p><em><span style="font-weight: 400;"><em data-stringify-type="italic">Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including&nbsp;resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our <a href="https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&amp;source=click" target="_blank">Candidate Privacy Notice</a> for more details on our practices and your data privacy rights.</em></span></em></p>