SOC支持专员
SOC Support Specialist
**汇报对象：SOC支持经理**
**地点：美国远程办公**
**薪资范围：50,000至65,000美元基本工资，加上奖金和股权；该职位可能在基本工资之外还享有轮班/待命津贴**
***此职位要求位于中部时间区***
**我们做什么：**
2015年由前NSA网络安全操作员创立的远程公司，Huntress基于一个简单的理念：让黑客每获得一次访问权限都付出代价。
如今的网络攻击不仅限于拥有安全工具来抵御威胁的大型企业。黑客不会 discriminate（歧视），他们会找到任何规模企业的任何漏洞进行渗透，这就是为什么Huntress专注于保护构成我们经济支柱的小型和中型企业。
Huntress通过使用我们获奖的安全平台以及专家人类威胁猎手，利用动态产品（包括托管EDR、针对Microsoft 365的MDR和托管安全意识培训）来阻止绕过预防性安全工具的隐藏威胁。
加入我们的团队，帮助我们阻止黑客！
#### **职位概述**
这是SOC支持团队上的入门级面向合作伙伴的职位。你将帮助合作伙伴理解并应对安全事件，同时与Huntress安全运营、产品支持、工程、检测工程、销售/CAM以及其他内部团队协调。
你将处理全球支持队列中的工作，并通过电子邮件、聊天和外拨电话提供清晰、冷静的沟通。该职位结合了客户服务、基础网络安全故障排除、结构化升级、事件沟通和有条理的跟进。你将接受结构化的培训，并通过观察、反向观察、指导队列工作以及越来越多的独立合作伙伴互动逐步建立独立性。
#### **你将负责**
- 在全球SOC支持队列中进行优先级排序和管理工作，平衡新请求、活跃事件工作、后续跟进、研究和长期调查。
- 通过电子邮件、聊天和外拨电话为事件报告、升级、SIEM相关问题、产品行为和安全问题提供清晰、及时且富有同理心的合作伙伴支持。
- 对紧急或复杂情况开展或支持外拨合作伙伴沟通，包括根据事件背景准备、确认面向合作伙伴的需求、传达修复指导，并记录对话内容。
查看英文原文
**Reports to: SOC Support Manager**
**Location: Remote US**
**Compensation Range: $50,000 to $65,000 base, plus bonus and equity; This role may be eligible for on-call/call-in pay in addition to base pay**
***This role requires being located in the Central Time Zone.***
**What We Do:**
Founded in 2015 as a fully remote company by former NSA cyber operators, Huntress was built on a simple premise: to force hackers to earn every inch of their access.
Today’s cyber-attacks aren’t limited to large organizations with the security tools that can ward off threats. Hackers don't discriminate and will find a way to penetrate any vulnerability in any size business, which is why Huntress focuses on protecting those small to midsize businesses that make up the backbone of our economy.
Huntress stops hidden threats that sneak past preventive security tools by utilizing our award-winning security platform and expert human threat hunters through dynamic products, including Managed EDR, MDR for Microsoft 365, and Managed Security Awareness Training.
Join the hunt and help us stop hackers in their tracks!
#### **Role overview**
This is an entry-level partner-facing role on the SOC Support team. You will help partners understand and respond to security incidents while coordinating with Huntress Security Operations, Product Support, Engineering, Detection Engineering, Sales/CAM, and other internal teams.
You will manage work across a global support queue and provide clear, calm communication through email, chat, and outbound phone calls. The role combines customer support, basic cybersecurity troubleshooting, structured escalation, incident communication, and disciplined follow-through. You will receive structured training and build independence progressively through shadowing, reverse shadowing, coached queue work, and increasingly independent partner interactions.
#### **What you’ll do**
- Triage and manage work in the global SOC Support queue, balancing new requests, active incident work, follow-ups, research, and longer-running investigations.
- Provide clear, timely, and empathetic partner support through email, chat,and outbound phone calls for incident reports, escalations, SIEM-related questions, product behavior, and security concerns.
- Conduct or support outbound partner outreach for urgent or complex situations, including preparing from the incident context, confirming the partner-facing ask, communicating remediation guidance, documenting the conversation, and tracking next steps.
- Translate SOC findings, incident reports, log data, detections, and product behavior into practical guidance that partners can understand and act on.
- Lead or support partner calls for high-severity or complex incidents; keep the conversation organized, capture timelines and decisions, communicate priorities, and confirm owners and next steps.
- Provide scheduled live-time coverage for phone and/or chat, actively monitoring the assigned channel and maintaining reliable availability during the scheduled block.
- Investigate and troubleshoot partner questions within the scope of SOC Support, using approved resources, macros, knowledge-base content, and internal guidance.
- Recognize when an issue requires deeper investigation or another team’s ownership. Gather the required context, use the appropriate escalation workflow, route the issue to the correct team, set expectations with the partner, and follow up until the request is resolved or clearly handed off.
- Collaborate with Security Operations/Tactical Response, Detection Engineering, Product Support, Engineering, Product teams, Sales/CAMs, and Support Leadership to clarify detection coverage, data gaps, product behavior, partner needs, and next steps.
- Maintain accurate ticket records, investigation notes, timelines, internal conversations, partner updates, action items, and cross-shift handoffs so work can continue without loss of context.
- Resolve tickets when the work is complete and leave clear ownership and next steps when it is not; do not allow open work to stall without a documented reason and partner update.
- Identify recurring ticket patterns and knowledge gaps, and contribute improvements to knowledge-base articles, macros, troubleshooting pathways, escalation guides, and internal runbooks.
- Participate in scheduled weekend or on-call/call-in coverage when assigned, in accordance with team policy.
#### **What you bring to the team**
- Foundational understanding of cybersecurity concepts, with interest in endpoint security, identity compromise, phishing, incident response, and security monitoring.
- Strong written and verbal communication skills, including the ability to explain technical information to partners with different levels of security experience.
- The ability to remain calm, empathetic, organized, and solution-focused when supporting a partner through an active incident or a high-friction situation.
- Sound judgment about urgency, priorities, ownership, and when to ask for help or escalate.
- The ability to follow a documented process while still asking questions, challenging assumptions, and investigating when a ticket does not look right.
- Comfort managing competing priorities in a dynamic queue and maintaining reliable participation in scheduled live coverage.
- A collaborative approach to working in public internal channels and with teammates across regions and functions.
- Self-awareness, resourcefulness, and the ability to work independently in a remote environment while actively seeking guidance when needed.
- A learning mindset and willingness to build proficiency in Huntress products, Zendesk workflows, incident reports, escalation procedures, and partner communication.
- Availability for occasional scheduled weekend or on-call/call-in coverage, subject to the team’s operating model and applicable policy.
#### **Would be a plus**
- 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 geographic or usage anomalies.
- Experience communicating during an incident, coordinating multiple stakeholders, or documenting technical investigations.
**What We Offer:**
- 100% remote work environment - since our founding in 2015
- Generous paid time off policy, including vacation, sick time, and paid holidays
- 12 weeks of paid parental leave
- Highly competitive and comprehensive medical, dental, and vision benefits plans
- 401(k) with a 5% contribution regardless of employee contribution
- Life and Disability insurance plans
- Stock options for all full-time employees
- One-time $500 reimbursement for building/upgrading home office
- Annual allowance for education and professional development assistance
- $75 USD/month digital reimbursement
- Access to the BetterUp platform for coaching, personal, and professional growth
_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._
_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._
_We do discriminate against hackers who try to exploit small businesses._
**Accommodations:**
_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_ [_accommodations@huntresslabs.com_](mailto:accommodations@huntresslabs.com) _. Please note that non-accommodation requests to this inbox will not receive a response._
_If you have questions about your personal data privacy at Huntress, please visit our_ [_privacy page_](https://support.huntress.io/hc/en-us/articles/14695525600915-Candidate-Privacy-Notice) _._
**#BI-REMOTE**