SOC Support Specialist- UK Weekend Shift

Role overview

Remote, UK-based customer support role acting as the bridge between external partners and a 24/7 human-led Security Operations Center. The position handles incident reports, escalations, and SIEM-related questions, translating complex security findings into clear, actionable guidance for customers. The schedule runs Tuesday through Saturday and reports to a senior product support manager.

Responsibilities

- Deliver customer support across phone, email, and chat for incident reports, escalations, and SIEM questions - Explain complex SOC findings, log data, and product behavior in clear, digestible language - Lead customer calls during high-severity or complex incidents, documenting decisions and next steps - Work closely with product support, SOC analysts, and engineering to clarify detections and relay updates back to partners - Contribute to knowledge base articles, response macros, and internal runbooks built from real ticket patterns - Troubleshoot product issues and advocate partner needs back into internal teams

Requirements

- Genuine interest in cybersecurity, particularly identity compromise, phishing, incident response, and endpoint security - Strong written and verbal communication skills - Calm, empathetic, solution-focused demeanor when handling active security incidents under pressure - Ability to prioritize a dynamic ticket queue while balancing urgent and longer-running work - Self-motivation and comfort working independently in a fully remote setting, knowing when to escalate

Nice to have

- Prior MSP or help desk experience using tools like Zendesk or PSA platforms - Familiarity with Microsoft 365 or Entra, especially identity and mailbox behavior such as inbox rules - Basic SIEM knowledge including event codes, search queries, and log correlation - Foundational networking understanding covering VPNs, IP addresses, and geographic or usage anomalies

Benefits and work setup

Fully remote UK role on a Tuesday-Saturday schedule. Compensation includes a base salary of £35,000 to £45,000 plus bonus and equity. Additional benefits include a home office setup reimbursement of £398, a monthly digital reimbursement of £92, generous personal leave, pension, access to a coaching and personal growth platform, and one to two trips per year to the United States for company events.