SOC Support Specialist- Pacific or MountainTime Zone, Weekend Shift

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. Use AI tools in day-to-day work to summarize tickets, sharpen partner communications, and improve documentation with good judgment and human review.