Manager, SOC Support

About Huntress

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 3M+ endpoints and 1M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.

Role Overview

As the support team continues to grow here at Huntress, we’ve identified the need for an individual to help grow and develop this team while maintaining the outstanding customer service standards we have set for our customers. The SOC Support Manager will be working directly with the SOC support staff to coach, mentor, and develop the team to attain goals and metrics. They will be the primary point of escalation for team support and questions, and will be responsible for creating a communicative and collaborative environment. This individual will be a key component of hiring for this team as well and should have a strong knowledge of interviewing and general hiring practices.

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.

Qualifications

• Experience: 5-7 years of experience in product support management or a similar role
• Team Leadership: Experience managing, coaching, and elevating a team; Experience building out teams
• Customer Focus: A customer-first mentality and demonstrated background in delivering an exceptional customer experience
• Technical Proficiency:
  • Proficiency in Google Suite and Microsoft Suite
  • Experience working with Zendesk or other ticketing systems
  • Extensive familiarity with Slack
  • 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
• Communication Skills: Excellent communication skills via Zoom, Slack, etc. Ability to effectively communicate both synchronously and asynchronously.
• Environment: Experience working in technology-driven environments, with exposure to cybersecurity tools and best practices

Compensation & Benefits

• Reports to: Director of Product Support
• Location: Remote
• Compensation Range: $92,000 to $122,000 base plus bonus and equity
• Work Environment: 100% remote work environment - since our founding in 2015
• Time Off: Generous paid time off policy, including vacation, sick time, and paid holidays
• Parental Leave: 12 weeks of paid parental leave
• Health Benefits: Highly competitive and comprehensive medical, dental, and vision benefits plans
• Retirement: 401(k) with a 5% contribution regardless of employee contribution
• Insurance: Life and Disability insurance plans
• Equity: Stock options for all full-time employees
• Home Office: One-time $500 reimbursement for building/upgrading home office
• Professional Development: Annual allowance for education and pr