{"id":1488108,"url":"https://alion.io/job/coalition-associate-security-support-specialist-wirespeed","title":"Associate Security Support Specialist, Wirespeed","company":{"id":2604,"name":"Coalition","domain":"coalitioninc.com","url":"https://alion.io/company/coalition","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Australia"],"countries":["AU"],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":74000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1641},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-29T16:11:57Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-14T09:25:17Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"About us\nCoalition 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. \nOpportunities to make an impact with bold thinking are real-and happening daily at Coalition.\nAbout the role\nWirespeed 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.\nYou 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.\nResponsibilities\nProvide technical support through the team’s case-management channels and scheduled customer conversations.\nInvestigate complex, ambiguous, or novel customer issues from initial report through resolution, escalation, and follow-up.\nWork closely with Threat Engineering on threat-related questions, investigations, and customer concerns, bringing the right context and customer impact into each escalation.\nUnderstand the customer’s environment, goals, technical proficiency, and risk tolerance so that guidance is practical and appropriately scoped.\nAnalyze available security data, product behavior, case history, and customer context to determine what happened and recommend appropriate next steps.\nProvide clear, actionable recommendations and explain both how to address an issue and why the recommendation improves the customer’s security outcomes.\nTranslate technical security concepts, findings, risks, and limitations into language that is useful to technical and non-technical audiences.\nBalance high-throughput case handling with the depth, care, and technical accuracy required for difficult issues.\nCoordinate with Threat Engineering, Product, Engineering, Security, and other internal partners when an issue requires deeper investigation, a product fix, or cross-functional action.\nRapidly become a subject-matter expert on the products and services you support, helping customers use them effectively and helping teammates do the same.\nIdentify patterns in customer pain, confusion, repeat questions, and support friction; turn those observations into actionable feedback for partner teams.\nLead or contribute to initiatives that improve support quality, escalation paths, response quality, product guidance, tooling, and cross-functional collaboration.\nCreate and maintain documentation, runbooks, knowledge bases, case guidance, and customer-facing content to support consistency and quality.\nDocument investigations, decisions, resolutions, known issues, and open questions so that knowledge can be reused by the broader team.\nRepresent Wirespeed as a technical expert to customers and internal stakeholders, communicating with clarity, empathy, and credibility.\nMentor peers, share knowledge, and participate in an on-call or after-hours support rotation, as applicable to the team’s operating model.\nSkills and Qualifications\n3 or more years of experience in security analysis, incident response, security product support, technical support, or a related field.\nPractical understanding of common cyber threats and how security issues manifest in real-world environments.\nStrong investigative judgment, including the ability to assess urgency, recognize severe threat-related concerns, and escalate them appropriately to Threat Engineering.\nExperience advising technical and non-technical stakeholders with clear, prioritized recommendations tailored to their environment and goals.\nExcellent communication, documentation, and customer-service skills, with the ability to quickly become a subject-matter expert in new products and workflows.\nDemonstrated ownership of complex cases and projects, with the autonomy to manage multiple priorities in an ambiguous, fast-paced environment.\nAbility to collaborate effectively across Support, Threat Engineering, Product, Engineering, Security, and other internal teams.\nBonus Points\nExperience working directly with customers during security investigations or technically complex support cases.\nExperience supporting security products, managed security services, or security operations teams.\nExperience working in a high-volume support or security operations environment.\nExperience creating or improving support processes, escalation workflows, knowledge bases, runbooks, or customer-facing technical content.\nExperience using queries, scripts, or troubleshooting tools to investigate issues and validate hypotheses.\nExperience leading team initiatives, mentoring peers, or serving as a subject-matter expert for customers and internal stakeholders.\nPerks\n100% 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\n20+ paid holidays\n12% employer pension contribution\nAnnual home office stipend\nHeadspace and Wellhub Global Digital Plan \nCompetitive compensation and opportunity for advancement\nWhy Coalition? \nWork at Coalition is centered on the joint mission to Protect the Unprotected. We have built a remote-first, highly inclusive culture that welcomes people from diverse backgrounds. We trust each other to take responsibility, share ownership of outcomes, and put in the work together to protect businesses from digital risk. Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes while remaining true to our founding values of character, humility, responsibility, purpose, authenticity, and inclusion.\nWe’re always looking for collaborative, inquisitive individuals to join #OurCoalition.\nVisit our Newsroom > \nPrivacy Notice\nCoalition is committed to protecting your privacy and handling your personal information responsibly. We collect, use, and store personal information as necessary for the recruitment process and in compliance with applicable privacy laws and regulations in all regions where we operate. We want you to understand what personal information we collect, how we use it, and your rights regarding access, correction, and deletion of your data where applicable. Information submitted, collected, and processed as part of your application is subject to Coalition's Privacy Policy. For further details, please review our full Privacy Policy or contact us with any questions regarding how your information is handled.\nOur Privacy Policy > \nSafe Hiring Notice\nAll legitimate communication from Coalition comes from @coalitioninc.com emails, and open roles are listed only on our Careers page. We never ask for payment, banking details, or personal identification before an offer is accepted through our secure systems. If you believe you’ve been a victim of fraudulent recruiting, follow guidance from the Federal Trade Commission (FTC).\nAnti-Discrimination Notice\nCoalition is proud to be an Equal Opportunity employer. Our policy is to provide equal employment opportunities to all individuals, without discrimination or harassment on the basis of any characteristic protected by applicable laws in each country where we operate. This commitment includes, but is not limited to, ensuring equal treatment in recruitment, selection, training, promotion, transfer, compensation, and all other aspects of employment. Coalition does not tolerate discrimination or harassment of any kind, and we are dedicated to fostering an inclusive and supportive workplace.\nAccommodations\nCoalition is committed to providing reasonable accommodations to qualified individuals with disabilities, including applicants and employees, in accordance with applicable laws and regulations in each country where we operate. Our policy is to support equal opportunity in the hiring process by considering qualified applicants regardless of disability or other protected characteristics, unless providing accommodation would impose an undue hardship or disproportionate burden. If you require accommodation to complete an application, interview, pre-employment testing, or participate in the selection process, please contact us at . We also consider all qualified applicants, including those with criminal histories, in line with applicable laws and regulations in each jurisdiction.\nTo all recruitment agencies: Coalition does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. 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