Product Support Specialist

Reports to: Product Support Manager

Location: Remote US - Central or East Location Type: Remote Employment Type: Full-time

Compensation

• Base Salary: $50,000 to $65,000
• Additional Compensation: Bonus and equity
• Shift: 10:00 AM - 5:00 PM EST / 9:00 AM - 4:00 PM CST

About Huntress

Founded in 2015 as a fully remote company by former NSA cyber operators, Huntress was built on a simple premise: to force hackers to earn every inch of their access.

Today’s cyber-attacks aren’t limited to large organizations with the security tools that can ward off threats. Hackers don't discriminate and will find a way to penetrate any vulnerability in any size business, which is why Huntress focuses on protecting those small to midsize businesses that make up the backbone of our economy.

Huntress stops hidden threats that sneak past preventive security tools by utilizing our award-winning security platform and expert human threat hunters through dynamic products, including Managed EDR, MDR for Microsoft 365, and Managed Security Awareness Training.

Join the hunt and help us stop hackers in their tracks!

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.

You’ll join a department that cares deeply about providing training and mentoring opportunities to our team members. Leadership provides regular coaching, mentoring, and training opportunities.

As a Product Support Specialist here at Huntress, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer 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 the day-to-day changes that hypergrowth companies experience.
• Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners.
• Considers themselves disciplined, with systematic problem-solving skills.
• Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues.
• Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required).
• Experience with tools such as ProcMon and Process Explorer is a plus.
• Experience configuring antivirus products and troubleshooting interactions between these products.