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.
About the Role
The Security Support Center (SSC) is responsible for providing support for cyber risk assessment and advisory to all prospective and current Coalition customers. Within that scope, a Senior Security Support Analyst will be able to assess, educate, consult, advise and resolve cyber risk to clients and internal staff, using their expertise in Cyber Security Consultation. A strong customer service mindset is critical to success in this role. In addition to providing direct technical assistance, this team member will be the starting member of our UK-based security support team. They will collaborate with the SSC Lead and other teams (e.g., product, sales operations, business development) to help mitigate cyber risk for all post-bind and pre-bind security analysis and service.
This is a full time remote position for workers residing in the United Kingdom.
Responsibilities
- Leverage technical and cybersecurity expertise to deliver exceptional customer service, troubleshooting, and technical support for a variety of use-cases
- Analyze attack surface scans for vulnerabilities and risks, provide expert assessments with solutions on vulnerabilities and or risk mitigations.
- Use prior knowledge in consultation to provide recommendations os security solutions that resolve risks before compromise or expiration of insurance terms.
- 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
- Expertly train end users and or other coalition employees on security best practices, as well as Coalition control platforms, SSC process and procedure.
- 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
- Assisting in hiring reviews with the SSC Team leads to staff future positions.
Skills and Qualifications
- 5+ years managing other cyber security or IT personnel
- 10+ years of Security Analysis or Cyber Security Consulting work at a senior level or,
- 10+ Years of senior IT systems administration experience with consulting and security background or,
- 10+ years in a senior IT role within managed services with added consulting or security focus,
- Comfort and experience handling inbound and outbound customer calls
- Experience using support ticket management systems (e.g., Zendesk, Jira)
- Experience managing and meeting service level agreements (SLAs)
- Self-motivation, independence, and demonstrated ownership of responsibilities
- Ability to build strong relationships; a team player
- Ability 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)
- Familiarity with newer security solutions like ZTNA, SSO, SASE
- Ability 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
- Ability to communicate the importance of security controls to non-technical customers
- If needed, ability to assist and instruct customer technical staff in implementing security recommendations consistent with the customer’s environment
- Customer-facing technical support experience required (e.g.,level II/III IT helpdesk, SOC call center, on-call IR or DevOps/SRE team)
- CISSP, CySA+, CRISC, CISM, or CEH preferred
- Any other Information technology or information security related certification not mentioned above, training, and/or formal education preferred
- English speaking
- Bonus: multilingual in German, French, or Spanish
- Bonus: Cyber insurance knowledge!
#LI-Remote
Why Coalition?
We’re a highly fulfilling, 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 >
