Reports to: Senior Manager, Product Support
Location: Remote UK
Compensation Range: £35,000 to £45,000 base, plus bonus and equity.
*This role requires Tuesday-Saturday work days*
What We Do:
Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.
Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.
Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.
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.
What You Bring To The Team:
- 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
- New starter home office set up reimbursement (£398)
- Generous personal leave entitlements
- Digital monthly reimbursement (£92)
- Travel to the US 1-2 times/year for various company events
- Pension
- 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.
