Product Support Specialist- Eastern Time Zone - Huntress

What We Do

Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.

Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.

Huntress now secures more than 5M endpoints and 16M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence.

Position Overview

• Reports to: Product Support Manager
• Location: Remote US (Eastern Time Zone candidates only)
• Compensation: $50,000 to $65,000 base plus bonus and equity

What You’ll Do

At Huntress, we have built a team that is focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing.

We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket close times within hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings.

As a Product Support Specialist, you will play a key role in interacting with our customers as the first and primary point of contact for technical support. Our Product Support team works collaboratively as one team in order to resolve customer inquiries efficiently while providing top-tier service.

Responsibilities

• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and properly escalate incidents as needed
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Recommend changes to internal and customer-facing documentation where needed
• Continually grow your knowledge of internal procedures, the Huntress product, and customer environments

What You Bring To The Team

• Ability to adapt and pivot quickly to day-to-day changes in a hypergrowth environment
• Highly collaborative mindset with a focus on teamwork to find the best solutions for partners
• Disciplined approach with systematic problem-solving skills
• Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals (services, registry, etc.) and troubleshooting common system and application issues
• Practical experience with macOS, including familiarity with directory structures, services, and troubleshooting common issues (knowledge of Terminal and Bash is a plus)
• Experience with tools such as ProcMon and Process Explorer is a plus
• Experience in configuring antivirus products and troubleshooting interactions between security tools and software
• Familiarity with system configuration and management tools such as GPO, RMMs, and SCCM; scripting experience is a plus

What We Offer

• 100% remote work environment (remote-first since 2015)
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive medical, dental, and vision benefit plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and disability insurance plans
• Stock options for all full-time employees
• One-time $500 home office reimbursement
• Annual allowance for education and professional development assistance
• $75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching and growth