SOC Support Specialist- Central Time Zone

About the Role

The SOC SUPPORT SPECIALIST role supports partners by helping them understand and respond to security incidents. This entry-level position manages a global support queue and facilitates communication across multiple internal teams. The role is vital for maintaining clear incident communication, coordinating response efforts, and ensuring partners receive timely, practical guidance to mitigate security threats.

Responsibilities

• Manage and triage work in the global SOC Support queue.
• Provide clear, empathetic support to partners via email, chat, and phone.
• Conduct outbound outreach for urgent or complex incidents.
• Translate security findings into actionable partner guidance.
• Lead or support calls for high-severity or complex incidents.
• Provide scheduled live coverage for phone and chat support.
• Investigate and troubleshoot partner questions within SOC Support scope.
• Escalate issues appropriately and follow up until resolution.
• Collaborate with internal teams to clarify detection and partner needs.
• Maintain accurate records of tickets and communications.
• Resolve tickets or document next steps to avoid stalled work.
• Identify recurring issues and contribute to knowledge-base improvements.
• Participate in scheduled weekend or on-call coverage as assigned.

Requirements

• Foundational knowledge of cybersecurity concepts.
• Strong written and verbal communication skills.
• Ability to remain calm and organized during incidents.
• Sound judgment on urgency and escalation.
• Ability to follow documented processes and investigate anomalies.
• Comfort managing competing priorities and scheduled coverage.
• Collaborative and resourceful working style.
• Self-motivated with a learning mindset.
• Availability for occasional weekend or on-call coverage.

Pay

Compensation Range: $50,000 to $65,000 base, plus bonus and equity. May be eligible for on-call/call-in pay in addition to base pay. The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.

Note: This is a fully remote job.