Location: United States

Employment Type: Full-time

Team: Incident Response

About Us

Founded in 2017, Coalition is on a mission to solve cyber risk and create a safer digital economy where everyone can thrive. Digital risk is now a part of every business and it’s no longer solely the domain of technical teams. That’s why we combined comprehensive insurance with proactive cybersecurity tools to help organizations stay resilient to digital risks like cyber attacks, funds transfer fraud and much more.

Our team works collaboratively across North America and Europe to prevent security failures and provide both technical and financial help when incidents do occur. Today, Coalition is the world’s largest commercial insurtech serving over 130,000 customers including many small businesses that rely on Coalition to help them chart a path forward in the new digital world.

As of September 2021, Coalition has raised $520 million from leading global technology investors as well as highly-regarded institutional investors including: Index Ventures, Ribbit Capital, Valor Ventures, Durable Capital, T. Rowe Price Advisors, and Whale Rock Capital, valuing the company at more than $3.5 billion.

Coalition has experienced tremendous growth by helping organizations of all sizes solve real-world problems and by remaining true to our founding values of character, humility, responsibility, authenticity and diversity. That’s why we are proud to be named one of Inc’s Best Places to Work in 2021.

About The Role

The Security Support Center (SSC) is responsible for providing security- related technical services and support to current and prospective Coalition customers, which plays an integral part in our mission to solve cyber risk. Security Support Center Specialists deliver these services and support the security of Coalition customers. A strong customer service mindset is critical to success in this role. In addition to providing direct technical support, 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 support 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, 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).
• 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.
• Ability to assist and instruct customer technical staff in implementing security recommendations consistent with the customer’s environment.

Skill 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?

Coalition's culture is one that strongly values humility, authenticity, and diversity. We want to work with people of different backgrounds and different paths in life, and we trust our team members to take responsibility, share ownership and work for one another. We are always looking for collaborative, inquisitive and dedicated individuals to join our team.

**Recent press releases: **

[Coalition Closes $205 Million Series E, Valuing the Cyber Insurance Provider At More Than $3.5 Billion](https://pulse2.com/coalition-205-million-series-e- funding-and-over-3-5-billion-valuation/)

Coalition is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

#LI-REMOTE