About the Role
Title: Senior Security Support Analyst
Location: Any location, Australia
JobDescription:
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 todays 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 customers 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!