Associate Security Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver technical assistance via the team’s case-management platforms and scheduled discussions with customers

• Examine intricate, unclear, or unique customer issues from the initial report through to resolution, escalation, and follow-up

• Collaborate closely with Threat Engineering on inquiries, investigations, and customer concerns related to threats

• Gain an understanding of customers’ environments, objectives, technical skills, and risk tolerance to provide tailored guidance

• Evaluate security data, product behavior, case history, and customer context to ascertain what occurred and suggest subsequent actions

• Offer clear, actionable recommendations and articulate how they enhance customer security outcomes

• Convert technical security concepts, findings, risks, and limitations for both technical and non-technical audiences

• Maintain a balance between high-volume case handling and thorough, careful, and technically accurate support

• Coordinate with Threat Engineering, Product, Engineering, Security, and other internal teams on investigations, product resolutions, and cross-functional actions

• Become a subject-matter expert on the products and services being supported

• Identify customer pain points and transform observations into actionable insights

• Lead or participate in initiatives aimed at enhancing support quality, escalation processes, guidance, tools, and collaboration

• Create and update documentation, runbooks, knowledge bases, case guidance, and customer-facing materials

• Record investigations, decisions, resolutions, known issues, and outstanding questions

• Act as a technical expert for Wirespeed in interactions with customers and internal stakeholders

• Mentor colleagues, share knowledge, and engage in on-call or after-hours support rotations as required

⛳️ Requirements

• A minimum of 3 years of experience in security analysis, incident response, security product support, technical support, or a similar field

• A practical understanding of common cyber threats and how security issues arise in real-world environments

• Strong investigative judgment, including the capability to evaluate urgency, identify serious threat-related concerns, and escalate them to Threat Engineering as necessary

• Experience in advising both technical and non-technical stakeholders with clear, prioritized recommendations that align with their environment and objectives

• Exceptional communication, documentation, and customer service skills, with the ability to quickly become a subject-matter expert in new products and workflows

• Proven ownership of complex cases and projects, with the capacity to manage multiple priorities in a dynamic, fast-paced environment

• Ability to collaborate effectively across Support, Threat Engineering, Product, Engineering, Security, and other internal teams

🏝️ Benefits

• 100% coverage of your private health insurance premiums on the approved health plan for you and your dependents at the Base Tier 0 Australian Government Rebate pricing

• Over 20 paid holidays

• 12% employer pension contribution

• Annual home office stipend

• Access to Headspace and Wellhub Global Digital Plan

• Competitive salary and opportunities for career advancement

• Remote-first culture