SOC Support Specialist- Eastern Time Zone

Role overview

This entry-level, partner-facing position supports a Security Operations Center function by helping external partners understand and respond to security incidents. The role blends customer support, foundational cybersecurity troubleshooting, escalation coordination, and incident communication, with structured training that progresses through shadowing, reverse shadowing, coached queue work, and independent partner interactions.

Responsibilities

- Triage and manage work in a global support queue, balancing new requests, active incident work, follow-ups, research, and longer-running investigations. - Provide timely, empathetic support through email, chat, and outbound phone calls covering incident reports, escalations, SIEM-related questions, product behavior, and security concerns. - Translate SOC findings, log data, and detections into practical guidance that partners can understand and act on. - Lead or support partner calls for high-severity or complex incidents, capturing timelines, decisions, and next-step owners. - Recognize when issues require deeper investigation, gather context, use the correct escalation workflow, and follow up until resolution or handoff. - Maintain accurate ticket records, investigation notes, cross-shift handoffs, and contribute improvements to knowledge-base articles and runbooks.

Requirements

- Foundational understanding of cybersecurity concepts with interest in endpoint security, identity compromise, phishing, incident response, and security monitoring. - Strong written and verbal communication skills with the ability to explain technical information to partners of varying experience levels. - Sound judgment about urgency, priorities, and ownership, with the ability to follow documented processes while asking questions when needed. - Comfort managing competing priorities in a dynamic queue with reliable participation in scheduled live coverage. - Self-awareness and the ability to work independently in a remote environment while actively seeking guidance. - Availability for occasional scheduled weekend or on-call/call-in coverage per team policy.

Nice to have

- MSP, help desk, technical support, or customer support experience serving multiple customers. - Microsoft 365 or Entra experience, especially identity, mailbox behavior, inbox rules, and phishing scenarios. - Basic SIEM and log-analysis experience, including event codes, search queries, and correlation across data sources. - Basic networking knowledge related to VPNs, IP addresses, host connectivity, and usage anomalies. - Experience communicating during incidents or documenting technical investigations.

Benefits and work setup

- Fully remote work environment. - Generous paid time off including vacation, sick time, and paid holidays. - 12 weeks of paid parental leave. - Comprehensive medical, dental, and vision benefits. - 401(k) with employer contribution, life and disability insurance, and stock options for full-time employees. - Home office reimbursement, annual education and professional development allowance, monthly digital stipend, and access to a coaching and growth platform. - Eastern Time Zone location required.