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Senior Security Support Analyst

Coalition

Coalition

IT, Customer Service
Australia
Posted on Wednesday, May 22, 2024

About us

Coalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines broad insurance coverage with a digital risk assessment and continuous security monitoring to help organizations protect themselves in today’s hyper-connected world.

Opportunities to make an impact with bold thinking are real - and happening daily.

About the role

The Security Support Center (SSC) is accountable for providing security-related technical services and support to current and prospective Coalition customers, which plays an integral part in our mission to find a solution to cyber risk. Security Support Center Specialists deliver these services and assist the security of Coalition customers. A strong customer service mindset is critical to success in this role. In addition to providing direct technical assistance, this team member will collaborate with the SSC Lead and other teams (e.g., product, sales operations, business development) to help mitigate cyber risk.

Responsibilities

  • Leverage technical and cybersecurity expertise to deliver exceptional customer service, troubleshooting, and technical assistance for a variety of use-cases.
  • Triage customer issues to find the optimal path for resolution while maintaining assigned projects and customer communications.
  • Organize, update, and maintain Security Support Center and support request documentation.
  • Communicate and collaborate on multiple platforms with other team members and experts when necessary.
  • Seek out and maintain knowledge on current cyber security trends and threats.

Requirements

  • Comfort and experience handling inbound and outbound customer calls
  • Experience using support ticket management systems (e.g., Zendesk, Jira, Intercom).
  • Experience meeting service level agreements (SLAs).
  • Self-motivation, proactiveness, and demonstrated ownership of duties.
  • Experience to build strong relationships; a team player.
  • Experience to balance and prioritize multiple projects and remain calm under pressure.
  • Effective verbal and written communication skills.
  • Familiarity with security frameworks and standards (e.g., NIST Cybersecurity Framework (CSF), NIST 800-53, CIS Security Controls, MITRE ATT&CK)
  • Familiarity with email security (SPF, DKIM), remote access security (RDP, VPNs, MFA), and basic infrastructure security (e.g., OS fundamentals, patching, network architecture).
  • Experience to diagnose and research causes of security issues (e.g., misconfigured DNS records, exposed insecure protocols, use of known-vulnerable software).
  • Familiarity with vulnerability reporting, including CVE details, security researcher publications, and vendor security notices.
  • Experience to communicate the importance of security controls to non-technical customers.
  • Experience to assist and instruct customer technical staff in implementing security recommendations consistent with the customer’s environment.

Skills and Qualifications

  • 5+ years of senior level systems administration or vulnerability management experience required
  • Customer-facing technical support experience required (e.g.,IT helpdesk, SOC call center, on-call IR or DevOps/SRE team).
  • Information technology or information security related certification, training, and/or formal education preferred.
  • Bonus: Cyber insurance knowledge!

Why Coalition?

We’re a remote-first, mission-driven team committed to building a more inclusive culture with people of all different backgrounds. We trust our team members to take responsibility, share ownership, and put in the work to help us in our pursuit to solve digital risk.

Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes and remain true to our founding values of character, humility, responsibility, purpose, authenticity, and inclusion. We are proud to have been named among Inc.’s Best Workplaces in 2021 and 2023 and one of Fast Company’s Most Innovative Companies in 2022.

We’re always looking for collaborative, inquisitive individuals to join #OurCoalition.

Visit our Newsroom >

Privacy Notice

Coalition is committed to protecting your privacy. We want you to understand what personal information we collect and how we use it. We also want you to understand your options regarding our collection, use, and disclosure of such information and your ability to access and correct such information. As the leading provider of active insurance, Coalition is required to adhere to certain local regulations, including U.S. federal and state laws that protect your information and our use and disclosure of it.

Information submitted, collected, and processed as part of your application is subject to Coalition's Privacy Policy.

Anti-Discrimination Notice

Coalition is proud to be an Equal Opportunity employer. It is our policy to provide equal opportunity to all individuals seeking employment without regard to race, color, religion, religious creed, national origin, age, sex, marital status, ancestry, physical or mental disability, military or veteran status, gender, gender identity, gender expression, sexual orientation, medical condition, genetic information, or any other protected category under federal, state, or local law. We also prohibit harassment or discrimination of applicants based on the above-protected categories. This policy covers all aspects of employment, including but not limited to, recruitment, selection, training, promotion, transfer, compensation, demotion, and termination of employment.

Accommodations

Coalition complies with US federal and state disability laws. Our policy is to provide reasonable accommodations to qualified individuals with disabilities, including applicants and employees unless the accommodation imposes an undue hardship. Contact us by emailing candidateaccommodations@coalitioninc.com if you require reasonable accommodation to complete this application, interview, pre-employment testing, or participating in the employee selection process.

We consider qualified applicants, regardless of criminal histories, consistent with legal requirements.

To all recruitment agencies: Coalition does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. Coalition is not responsible for any fees related to unsolicited resumes.