Manager, SOC Support- Pacific or Mountain Timezone

Reports to: Director of Product Support

Location: Remote

Compensation Range: $92,000 to $122,000 base plus bonus and equity

Since this role involves managing a team in the Pacific and Mountain time zones, we prefer candidates who are located in this region.

What We Do:

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.

What You’ll Do:

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.

What You Bring To The Team:

• 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

What We Offer:

• 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

Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are.

We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.

We do discriminate against hackers who try to exploit businesses of all sizes.

Accommodations:

If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [email protected]. Please note that non-accommodation requests sent to this inbox will not receive a response.

If you have questions about your personal data privacy at Huntress, please visit our privacy page.

#BI-Remote