SOC Support Specialist

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 terms.
• Lead partner calls for high-severity or complex incidents, documenting decisions and aligning next steps.
• Collaborate with Product Support, the Security Operations Center, and 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 communicate security concerns promptly.
• Create knowledge base articles, macros, and internal runbooks based on ticket patterns.

Requirements

• 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 high-pressure group discussions and document timelines, decisions, and action items.
• Strong prioritization and ticket-queue management skills.
• Ability to collaborate across teams and keep stakeholders informed during investigations.
• Adaptability in an evolving product and process environment.
• Willingness to investigate unclear product behavior, ask questions, and challenge assumptions.
• Self-awareness and ability to work independently in a remote setting while escalating when appropriate.

Nice to Have

• MSP or help desk experience supporting multiple customers.
• Experience with Zendesk or PSA platforms.
• Microsoft 365 and Entra experience, including identity, mailbox behavior, inbox rules, and phishing scenarios.
• Basic SIEM and log-analysis knowledge, including event codes, search queries, and correlation across data sources.
• Basic networking knowledge, including VPNs, IP addresses, and geographic or usage anomalies.

Compensation and Benefits

• Base compensation of £35,000–£45,000, plus bonus and equity.
• £398 home-office setup reimbursement for new starters.
• Generous personal leave entitlements.
• £92 monthly digital reimbursement.
• Travel to the United States 1–2 times per year for company events.
• Pension.
• BetterUp coaching and professional-growth platform access.
• Tuesday–Saturday work schedule.