Senior Security Support Specialist

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 In the Senior Security Support Analyst role, your mandate is to assist our policyholders in understanding how to use Coalition’s provided security tools in order to improve their risk posture and reduce the likelihood of a cyber attack and subsequent claim. Our Security Support Center provides world-class support to Coalition's 100,000+ policyholder base. We help policyholders navigate our security products, tailoring our messaging to the technical proficiency of the policyholder, explaining not only how to address critical security findings, but more importantly, why addressing those findings reduces the policyholder's risk and advances our shared goals of preventing a cyber attack. You will have the opportunity to work closely with our product and engineering teams to codify security best practices into our underwriting algorithms, rating models and risk management apps. This fully remote role is senior and highly visible: you will be expected to lead team initiatives, handle complex cases and projects, and act as a subject-matter expert (SME) for peers and stakeholders across Coalition. You will also be expected to demonstrate high throughput in handling case workload alongside your team, ensuring that our policyholders get rapid and valuable security guidance. Responsibilities Risk Assessment & Customer Advisory Independently review and analyze the security posture of insureds and prospective insureds (SME, MM, and Large Market), providing fast, accurate, and high-quality analysis. Evaluate customer security programs, technologies, controls, and business environments; develop tailored, actionable recommendations and enhancements. Advise technical and non-technical stakeholders at customer organizations (e.g., IT Directors, CISOs, Security Engineers) on security architecture, cloud security, and control effectiveness, translating complex technical risks and security concepts into clear business impact and concise executive-level summaries for non-technical audiences. Assess and clearly quantify and qualify security risk to enable underwriting and project leadership decisions, driving initiatives that reduce overall risk across the portfolio. Technical Support Provide technical support for Coalition’s security products via ticketing system and scheduled phone calls with policyholders and prospective policyholders. Rapidly become a Subject Matter Expert on these security products, guiding users on how to properly leverage product capabilities and providing feedback to the Product and Engineering organizations to improve the products. Security Leadership Participate in the Claims Feedback Loop (CFL) process to identify missing domains, root-cause claim indicators, and patterns in events; recommend process and control improvements to prevent future claims and further Coalition’s mission to Protect the Unprotected. Participate in Zero Day Alert Outreach activities to notify policyholders about emerging threats detected on their attack surface. Use your understanding of applied security concepts to independently assess and interpret scanning and security finding data for organizations of all sizes. Identify deficiencies and gaps in external scanning data (coverage, depth, breadth, and types of scans); recommend and help prioritize improvements to internal tooling and scanning strategies. Process, Product, Communication, Leadership, and Culture Create, maintain, and enhance team documentation, runbooks, and knowledge bases to support consistency, scalability, and quality across the team. Lead and be directly responsible for team initiative