Job Title: Product Support Specialist

Reports to: Product Support Manager

Location: Remote UK

Compensation

• Base Salary: £35,000 to £45,000
• Additional Compensation: Bonus and equity
• Potential: Eligible for on-call/call-in pay

Company Information

What We Do: Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference.

Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service.

We protect 3M+ endpoints and 1M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.

Position Overview

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, evidenced by 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, with leadership providing regular coaching, mentoring, and training.

As a Product Support Specialist, you will play a key role in interacting with our customers, directly impacting the bottom line by ensuring 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 to resolve customer inquiries effectively and efficiently, 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.

Requirements

• Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience.
• Highly collaborative mindset; ability to work together as one team to find the best possible solutions for our partners.
• 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.