SOC Support Specialist- Pacific or MountainTime Zone, Weekend Shift

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 product…