Associate Security Support Specialist, Wirespeed

About the role

Responsibilities

• Provide technical support through the team’s case-management channels and scheduled customer conversations.
• Investigate complex, ambiguous, or novel customer issues from initial report through resolution, escalation, and follow-up.
• Work closely with Threat Engineering on threat-related questions, investigations, and customer concerns, bringing the right context and customer impact into each escalation.
• Understand the customer’s environment, goals, technical proficiency, and risk tolerance so that guidance is practical and appropriately scoped.
• Analyze available security data, product behavior, case history, and customer context to determine what happened and recommend appropriate next steps.
• Provide clear, actionable recommendations and explain both how to address an issue and why the recommendation improves the customer’s security outcomes.
• Translate technical security concepts, findings, risks, and limitations into language that is useful to technical and non-technical audiences.
• Balance high-throughput case handling with the depth, care, and technical accuracy required for difficult issues.
• Coordinate with Threat Engineering, Product, Engineering, Security, and other internal partners when an issue requires deeper investigation, a product fix, or cross-functional action.
• Rapidly become a subject-matter expert on the products and services you support, helping customers use them effectively and helping teammates do the same.
• Identify patterns in customer pain, confusion, repeat questions, and support friction; turn those observations into actionable feedback for partner teams.
• Lead or contribute to initiatives that improve support quality, escalation paths, response quality, product guidance, tooling, and cross-functional collaboration.
• Create and maintain documentation, runbooks, knowledge bases, case guidance, and customer-facing content to support consistency and quality.
• Document investigations, decisions, resolutions, known issues, and open questions so that knowledge can be reused by the broader team.
• Represent Wirespeed as a technical expert to customers and internal stakeholders, communicating with clarity, empathy, and credibility.
• Mentor peers, share knowledge, and participate in an on-call or after-hours support rotation, as applicable to the team’s operating model.

Skills and Qualifications

• 3 or more years of experience in security analysis, incident response, security product support, technical support, or a related field.
• Practical understanding of common cyber threats and how security issues manifest in real-world environments.
• Strong investigative judgment, including the ability to assess urgency, recognize severe threat-related concerns, and escalate them appropriately to Threat Engineering.
• Experience advising technical and non-technical stakeholders with clear, prioritized recommendations tailored to their environment and goals.
• Excellent communication, documentation, and customer-service skills, with the ability to quickly become a subject-matter expert in new products and workflows.
• Demonstrated ownership of complex cases and projects, with the autonomy to manage multiple priorities in an ambiguous, fast-paced environment.
• Ability to collaborate effectively across Support, Threat Engineering, Product, Engineering, Security, and other internal teams.

Bonus Points

• Experience working directly with customers during security investigations or technically complex support cases.
• Experience supporting security products, managed security services, or security operations teams.
• Experience working in a high-volume support or security operations environment.
• Experience creating or improving support processes, escalation workflows, knowledge bases, runbooks, or customer-facing technical content.
• Experience using queries, scripts, or troubleshooting tools to investigate issues and validate hypotheses.
• Experience leading team initiatives, mentoring peers, or serving as a subject-matter expert for customers and internal stakeholders.

Perks

• 100% of your private health insurance premiums on the approved health plan cover* for you and your dependents at the Base Tier 0 Australian Government Rebate pricing
• 20+ paid holidays
• 12% employer pension contribution
• Annual home office stipend
• Headspace and Wellhub Global Digital Plan
• Competitive compensation and opportunity for advancement