SOC Support Specialist- Eastern Time Zone

📋 Description

• Triage and manage work in the global SOC Support queue, balancing new requests, active incident
• Provide clear, timely, and empathetic partner support through email, chat, and outbound phone calls
• Conduct or support outbound partner outreach for urgent or complex situations, including preparing
• Translate SOC findings, incident reports, log data, detections, and product behavior into practical
• Lead or support partner calls for high-severity or complex incidents; keep the conversation
• Provide scheduled live-time coverage for phone and/or chat, actively monitoring the assigned

🎯 Requirements

• Foundational understanding of cybersecurity concepts, with interest in endpoint security, identity
• Strong written and verbal communication skills, including the ability to explain technical
• The ability to remain calm, empathetic, organized, and solution-focused when supporting a partner
• Sound judgment about urgency, priorities, ownership, and when to ask for help or escalate.
• The ability to follow a documented process while still asking questions, challenging assumptions
• Comfort managing competing priorities in a dynamic queue and maintaining reliable participation in

🎁 Benefits

• 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