SOC Support Specialist - Pacific or Mountain Time Zone, Weekend Shift

Responsibilities

• Provide customer support via phone, email, and chat for incident reports, escalations, and SIEM-related questions.
• Explain SOC concepts, log data, and product behavior in clear, actionable language.
• Lead partner calls for high-severity or complex incidents; document decisions and align on next steps.
• Collaborate with Product Support, the Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior.
• Troubleshoot product issues and handle other product-related requests.
• Advocate for partner needs and provide feedback to internal teams.
• Address partner security concerns with timely, informative responses.
• Create knowledge base articles, macros, and internal runbooks based on ticket patterns.
• Use AI tools to summarize tickets, improve partner communications, and enhance documentation with human review.

Requirements

• Ability to work Tuesday through Saturday.
• Passion for cybersecurity, particularly identity compromise, phishing, incident response, and endpoint security.
• Excellent written and verbal communication skills.
• Ability to remain calm, empathetic, and solution-focused during active security incidents.
• Interest in developing incident management and incident commander skills.
• Ability to facilitate group discussions, capture timelines, document decisions, and track action items.
• Strong prioritization and ticket-queue management skills.
• Collaborative approach to keeping stakeholders and partners informed during investigations.
• Adaptability in an evolving product and process environment.
• Willingness to ask questions, challenge assumptions, and investigate unexpected product behavior.
• Self-awareness and ability to work independently in a remote setting while knowing when to escalate.

Nice-to-haves

• MSP or help desk experience supporting multiple customers and managing tickets in Zendesk or PSA platforms.
• Microsoft 365 and Entra experience, including identity, mailbox behavior, inbox rules, and phishing scenarios.
• Basic understanding of SIEM concepts and log analysis, including event codes, search queries, and correlation across data sources.
• Basic understanding of networking concepts related to VPNs, IP addresses, and geographic or usage anomalies.

Compensation and Benefits

• $50,000–$65,000 annual base compensation, plus bonus and equity.
• May be eligible for on-call or call-in pay in addition to base compensation.
• Remote work environment.
• Paid time off, including vacation, sick time, and paid holidays.
• 12 weeks of paid parental leave.
• Medical, dental, and vision benefits.
• 401(k) with a 5% contribution regardless of employee contribution.
• Life and disability insurance.
• Stock options for full-time employees.
• $500 one-time home-office reimbursement.
• Annual education and professional-development assistance.
• $75 monthly digital reimbursement.
• Access to BetterUp coaching and professional-growth resources.