SOC Support Specialist (UK Weekend Shift)

• Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help
• Exceptional written and verbal communication skills
• Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right
• Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering
• Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high
• Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning
• Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations
• Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way
• Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution
• Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases
• MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms
• Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios
• Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources)
• Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies

Key responsibilities

• Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions.
• 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.