SOC Analyst – Customer Support & Platform Operations

UBERETHER INC•Sterling, VA

4d•$70,000 - $85,000•Onsite

About The Position

This role sits at the intersection of security operations and customer support, serving as the first line of response for customers operating in FedRAMP High and DoD IL5 environments. You will be the face of UberEther’s SOC to our customers — triaging, communicating, and coordinating across teams to ensure issues are resolved quickly and transparently.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field, or equivalent practical experience.
Understanding of cybersecurity threats, vulnerabilities, and incident response processes.
Familiarity with security monitoring tools such as SIEM, IDS/IPS, and endpoint protection solutions.
Basic knowledge of network protocols, firewall management, and network security practices.
Experience in a customer-facing support role, with the ability to communicate technical findings clearly and professionally to both technical and non-technical stakeholders.
Familiarity with ITSM or ticketing workflows, including ticket lifecycle management, SLA adherence, and queue hygiene.
Strong prioritization and organizational skills, with the ability to manage multiple concurrent customer issues effectively under volume.
Effective communication skills with the ability to document findings and communicate them clearly to technical and non-technical audiences.
Must be a United States citizen and must meet requirements and eligibility for a US secret clearance.

Nice To Haves

3+ years of experience in a Security Operations Center (SOC), Network Operations Center (NOC), or combined with customer-facing IT support.
Experience working in a government or regulated environment, with familiarity in frameworks such as NIST, FedRAMP, or CMMC.
Certifications such as CompTIA Security+, Certified Ethical Hacker (CEH), or GIAC Security Essentials (GSEC).
Experience with cloud-based tools (AWS, GCP, etc.).
Experience with ITSM or ticketing platforms (e.g., Jira Service Management, ServiceNow) in a support or operations environment.
Experience in a Managed Service Provider (MSP) or managed security environment supporting multiple customers simultaneously.

Responsibilities

Serve as a primary point of contact for internal and external customers reporting security incidents, access issues, and service requests, responding within established SLAs.
Conduct structured triage and investigation of customer-reported and tool-generated issues and security incidents, applying defined priority criteria to classify, assign, and escalate to relevant teams as necessary.
Monitor and analyze security alerts from various security tools (e.g., SIEM, IDS/IPS) to identify potential threats and vulnerabilities.
Manage ticket queues and ensure accurate documentation of issue status, actions taken, and resolution details throughout the ticket lifecycle.
Assist in the development and maintenance of Standard Operating Procedures (SOPs) for incident response, security monitoring, customer support workflows, and internal processes and procedures.
Support patch management processes, including coordinating with internal teams to ensure timely deployment of updates.
Maintain documentation related to security incidents, threat intelligence, customer interactions, and operational activities.
Assist in the creation and preparation of security reports and dashboards for internal stakeholders.
Stay current with the latest cybersecurity threats, tools, and best practices to enhance SOC operations.