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.

Requirements

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 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.

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
Stock options for all full-time employees
One-time $500 reimbursement for building/upgrading home office
Annual allowance for education and professional development assistance
$75 USD/month digital reimbursement
Access to the BetterUp platform for coaching, personal, and professional growth

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cybersecurityincident responseendpoint securitylog data analysisSIEMtroubleshootingknowledge base developmentincident managementdocumentationproduct support

Soft Skills

communicationempathysolution-focusedprioritizationcollaborationcalmness under pressureself-awarenessactive listeningadaptabilityproblem-solving