SOC Analyst – Customer Support & Platform Operations

About the role

The TeamUberEther is a leader in the Identity and Access Management (IAM) and #ZeroTrust space. Our platform and expert services team enable government and commercial customers to have ultimate control over access to critical information. We are employee first, with outstanding benefits and a track record of upskilling and fostering growth. We’re looking for employees who get excited about pioneering novel solutions to new, complex challenges.

Responsibilities

• Serve as a primary point of contact for internal and external customers reporting security incidents, access issues, and service requests, responding within established SLAs.
• Conduct structured triage and investigation of customer-reported and tool-generated issues and security incidents, applying defined priority criteria to classify, assign, and escalate to relevant teams as necessary.
• Maintain documentation related to security incidents, threat intelligence, customer interactions, and operational activities.
• Support patch management processes, including coordinating with internal teams to ensure timely deployment of updates.
• Aid in the development and maintenance of Standard Operating Procedures (SOPs) for incident response, security monitoring, customer support workflows, and internal processes and procedures.
• Assist in the creation and preparation of security reports and dashboards for internal stakeholders.
• Stay current with the latest cybersecurity threats, tools, and best practices to enhance SOC operations.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field, or equivalent practical experience.
• Understanding of cybersecurity threats, vulnerabilities, and incident response processes.
• Familiarity with security monitoring tools such as SIEM, IDS/IPS, and endpoint protection solutions.
• Basic knowledge of network protocols, firewall management, and network security practices.
• Experience in a customer-facing support role, with the ability to communicate technical findings clearly and professionally to both technical and non-technical stakeholders.
• Experience in a Security Operations Center (SOC), Network Operations Center (NOC), or combined with customer-facing IT support.
• Experience working in a government or regulated environment, with familiarity in frameworks such as NIST, FedRAMP, or CMMC.
• Certifications such as CompTIA Security+, Certified Ethical Hacker (CEH), or GIAC Security Essentials (GSEC).
• Experience with cloud-based tools (AWS, GCP, etc.).
• Experience with ITSM or ticketing workflows, including ticket lifecycle management, SLA adherence, and queue hygiene.
• Strong prioritization and organizational skills, with the ability to manage multiple concurrent customer issues effectively under volume.
• Effective communication skills with the ability to document findings and communicate them clearly to technical and non-technical audiences.
• Must be a United States citizen and must meet requirements and eligibility for a US secret clearance.

Qualifications

• 3+ years of experience in a Security Operations Center (SOC), Network Operations Center (NOC), or combined with customer-facing IT support.
• Experience working in a government or regulated environment, with familiarity in frameworks such as NIST, FedRAMP, or CMMC.
• Certifications such as CompTIA Security+, Certified Ethical Hacker (CEH), or GIAC Security Essentials (GSEC).
• Experience with cloud-based tools (AWS, GCP, etc.).
• Experience with ITSM or ticketing platforms (e.g., Jira Service Management, ServiceNow) in a support or operations environment.
• Experience in a Managed Service Provider (MSP) or managed security environment supporting multiple customers simultaneously.

Skills

• Understanding of cybersecurity threats, vulnerabilities, and incident response processes.
• Familiarity with security monitoring tools such as SIEM, IDS/IPS, and endpoint protection solutions.
• Basic knowledge of network protocols, firewall management, and network security practices.
• Experience in a customer-facing support role, with the ability to communicate technical findings clearly and professionally to both technical and non-technical stakeholders.
• Experience in a Security Operations Center (SOC), Network Operations Center (NOC), or combined with customer-facing IT support.
• Experience working in a government or regulated environment, with familiarity in frameworks such as NIST, FedRAMP, or CMMC.
• Certifications such as CompTIA Security+, Certified Ethical Hacker (CEH), or GIAC Security Essentials (GSEC).
• Experience with cloud-based tools (AWS, GCP, etc.).
• Experience with ITSM or ticketing workflows, including ticket lifecycle management, SLA adherence, and queue hygiene.
• Strong prioritization and organizational skills, with the ability to manage multiple concurrent customer issues effectively under volume.
• Effective communication skills with the ability to document findings and communicate them clearly to technical and non-technical audiences.

Benefits

• 100% employer covered health care premiums
• 6% 401k match
• Education and professional development budget
• 25 PTO days per year, which increases with tenure
• Annual technology budget

Pay

The base salary range for this position is between $70,000–$85,000 depending on experience.

Schedule

This position supports 24x7 customer availability, ensuring customers have access to support around the clock. Shifts will include days, nights, and/or weekends on a rotating 4x10-hour schedule.