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
*For this role, candidates must be located in the Pacific or Mountain Time Zones. This role is also Tuesday-Saturday work days.*
What We Do:
Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference.
Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service.
We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.
What You’ll Do:
This is an entry-level role in which you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team. To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills, as well as a solid understanding of cybersecurity.
Responsibilities:
- Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions.
- Ensure partner understanding by breaking down complex SOC concepts, log data, and product behavior into digestible, actionable guidance.
- Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and aligning on next steps.
- Collaborate effectively with Product Support, Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior, then relay updates back to partners.
- Troubleshoot product issues and provide support for other product-related requests as needed
- Advocate for partner needs and provide feedback to the relevant internal teams.
- Address partner security concerns with timely and informative responses.
- Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency across the team.
- Use AI tools in day-to-day work to summarize tickets, sharpen partner communications, and improve documentation with good judgment and human review.
What You Bring To The Team:
- Must be able to work Tuesday through Saturday
- Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning.
- Exceptional written and verbal communication skills
- Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high.
- Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution.
- Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way.
- Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations.
- Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering.
- Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases.
- Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right.
- Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help.
Would be a Plus:
- MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms.
- Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios.
- Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources).
- Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies.
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 businesses of all sizes.
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. Please note that non-accommodation requests to this inbox will not receive a response.
Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.
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