Security Support Specialist, Wirespeed

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 comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks.

Opportunities to make an impact with bold thinking are real—and happening daily at Coalition.

About the role

Wirespeed is looking for a Support Engineer to be the voice of the customer when security questions, incidents, and product issues arise.

You will field customer concerns, communicate clearly with technical and non-technical audiences, and ensure issues are understood, prioritized, and carried through to resolution—including prompt escalation of severe or potentially active threat-related incidents.

You will work closely with Product, Threat Engineering, and Security Engineering to turn customer feedback and difficult cases into improvements to Wirespeed and the customer experience.

This role combines customer support, security judgment, product expertise, and continuous improvement.

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% medical coverage, including outpatient care
• Life insurance
• 25+ paid holidays
• Annual home office stipend
• 7% employer pension contribution
• Mental and physical health wellness programs like Headspace, Wellhub
• Competitive compensation and opportunity for advancement