SOC Support Specialist- Pacific or MountainTime Zone, Weekend Shift

Our client operates within the cybersecurity industry, providing fully managed security solutions designed to help underresourced IT teams protect their digital environments. Founded by former NSA cyber operators, the company delivers enterprise-grade cybersecurity through accessible SaaS solutions, supporting millions of endpoints and identities worldwide. Its technology works closely with a dedicated Security Operations Center (SOC) to strengthen protection against evolving cyber threats.

About the Role

The SOC Support Specialist serves as a key liaison between partners or customers and the Security Operations Center. This role supports effective service delivery by managing incident-related communications, troubleshooting product issues, and ensuring partners receive clear, timely, and knowledgeable support. The position contributes directly to customer satisfaction and cybersecurity outcomes by facilitating communication and collaboration during security incidents.

Responsibilities

• Provide customer support through phone, email, and chat for incident reports, escalations, and SIEM-related inquiries.
• Translate complex SOC concepts, log data, and product behavior into clear and understandable information for partners.
• Lead calls for high-severity or complex incidents, documenting decisions, actions, and next steps.
• Collaborate with internal teams to clarify detection coverage and product behavior and communicate relevant updates to partners.
• Troubleshoot product issues and support related technical requests.
• Advocate for partner needs and communicate actionable feedback to internal teams.
• Respond promptly and professionally to partner security concerns.
• Develop knowledge base articles, response macros, and runbooks based on recurring ticket patterns.
• Use AI tools to improve ticket summaries, customer communications, and documentation.

Requirements

• Ability to work Tuesday through Saturday.
• Strong interest in cybersecurity topics, including identity compromise, phishing, incident response, and endpoint security.
• Excellent written and verbal communication skills.
• Ability to remain calm, empathetic, and focused during active security incidents.
• Interest in developing incident management and security operations skills.
• Ability to facilitate group discussions and document key information during high-pressure situations.
• Strong prioritization, organization, and multitasking skills.
• Collaborative communication style when working with internal teams and external partners.
• Adaptability to evolving products, technologies, and processes.
• Willingness to investigate and question discrepancies in product behavior or detection results.
• Self-awareness, accountability, and ability to work independently in a remote environment.

Preferred Qualifications

• Experience working in an MSP or Help Desk environment supporting multiple customers and ticketing systems.
• Experience with Microsoft 365 and Entra related to identity security and phishing.
• Basic understanding of SIEM concepts and log analysis.
• Basic networking knowledge, including VPNs and IP-related anomalies.

Pay

Base salary range of $50,000 to $65,000 per year, plus bonus and equity. Eligibility for on-call and call-in pay.