• Reports to: Senior Manager, Product Support
• Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact
• Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That's why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection
• Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other
• 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
• 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

Benefits

• 401K Match: We offer a 5% contribution to your 401k - even if you're not paying into it yourself.
• Health Benefits: Medical, dental, vision, life & disability insurance, pet insurance, and other benefits you'd expect from a company that cares about its team members.
• 100% Remote: We've been a remote team from day one - and we've got the tools, systems and processes to be successful outside of a corporate office or HQ.
• PTO & Other Leave: We offer 12 weeks of paid parental leave, along with vacation, sick time, bereavement leave, and floating holidays.
• Pension: We offer a competitive employer contribution to your pension.
• Growth Opportunities: We're committed to teammate development, both within and outside of Huntress - including education assistance programs like LifeLabs, hands-on training, coaching through BetterUp, and more.
• Health Benefits: Huntress will provide a competitive contribution to put towards a healthcare plan of your choice.
• Stock Options: All full-time teammates receive stock options and benefit from the continued growth and success of the company.
• Digital Monthly Reimbursements: We offer a monthly digital reimbursement for your internet and phone - plus a new starter home office reimbursement.
• Pension: We offer a 5% contribution to your Pension - even if you're not paying into it yourself.
• Health Benefits: Medical, dental, vision, and other benefits you'd expect from a company that cares about its team members.

Strong self-awareness and the ability to work independently in a remote setting while knowing when to escape or seek helpExceptional written and verbal communication skillsNot afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn't look quite rightEnthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineeringAbility to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are highDemonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learningStrong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigationsComfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured wayInterest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolutionEmbraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world casesMSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platformsMicrosoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenariosBasic 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