Manager, SOC Support

Summary

Join Huntress, a fully remote global cybersecurity company, as a SOC Support Manager. You will manage and develop a team of SOC support professionals, ensuring timely and effective resolution of customer requests. Responsibilities include coaching, mentoring, and coordinating the team to meet key metrics. You will also serve as a primary escalation point and contribute to team hiring. The ideal candidate possesses 5-7 years of experience in product support management, a customer-first mentality, and proficiency in various tools and technologies. Huntress offers a competitive compensation package, including a remote work environment, generous paid time off, parental leave, comprehensive benefits, and professional development opportunities.

Requirements

• 5-7 years of experience in product support management or a similar role
• Experience managing, coaching, and elevating a team
• A customer-first mentality and demonstrated background in delivering an exceptional customer experience
• Proficiency in Google Suite and Microsoft Suite
• Experience working with Zendesk or other ticketing systems
• Extensive familiarity with Slack
• Excellent communication skills via Zoom, Slack, etc. Ability to effectively communicate both synchronously and asynchronously
• Experience building out teams
• Experience working in technology-driven environments, with exposure to cybersecurity tools and best practices
• Familiarity with Endpoint Detection & Response (EDR), Identity Threat Detection & Response (ITDR), and/or Security Information & Event Management (SIEM) platforms
• Experience collaborating with SOC teams on incident escalations, security investigations, and the secure handling of sensitive customer data

Responsibilities

• Manage a team of SOC support professionals across several shifts and levels of experience
• Work to develop and deliver on the team's key metrics, operating procedures, and overall performance
• Lead the team through coaching, development, coordination, and communication
• Manage day-to-day operations to ensure requests are resolved in a timely and effective manner
• Serve as a manager, mentor, knowledge resource, and escalation point for employees while building credibility and trust within the support group
• Remain abreast of best practices and industry standards to continuously improve our support offering and partner experience

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