Product Support Specialist- Eastern Time Zone

Saasventurecapital; United States; Remoto; USD 50.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Paid time off

Parental leave

Medical, dental, and vision

401(k) with 5% match

Life and disability insurance

Stock options

Home office stipend

Education allowance

Digital reimbursement

Career coaching

Descrizione del lavoro

Huntress is a remote-first cybersecurity company headquartered in the United States, seeking a Product Support Specialist to join our team. You will be the first and primary point of contact for technical support, delivering world-class service while learning our technology and product offerings.

You will be part of a collaborative department that values coaching, mentoring, and growth opportunities. Expect to help drive CSAT and resolve customer inquiries efficiently in a fast-moving

Competenze

• Adapt quickly to day-to-day changes in hypergrowth companies.
• Collaborate effectively as a team to solve problems for partners.
• Demonstrate disciplined, systematic problem-solving approach.
• Experience supporting Windows OS and familiarity with Windows internals.
• Experience with macOS including Terminal and Bash knowledge.
• Experience with antivirus configuration and integration with software.
• Familiar with GPO, RMMs, and SCCM; scripting these tools is a plus.

Mansioni

• Provide initial partner support and convey resolutions to customers.
• Walk customers through problem-solving processes and provide assistance.
• Assess customer issues and properly escape 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 knowledge of internal procedures, product, and customer environments.

Conoscenze

Adaptability

Collaborative mindset

Problem-solving

Windows OS

macOS

Terminal/Bash

ProcMon

Antivirus configuration

GPO/RMM/SCCM

Scripting tools

Strumenti

ProcMon

Process Explorer

Descrizione del lavoro

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 6M 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. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.

Reports to:

Product Support Manager

Location:

Remote US

Compensation Range:

$50,000 to $65,000 base plus bonus and equity
*For this position, we are only considering candidates located in the Eastern Time Zone.

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 escape 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


• Consider 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 in configuring antivirus products and troubleshooting interactions between these products and specialty software


• Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus

What We Offer:

• 100% remote work environment - since our founding in 2015


• Generous paid time off policy, including vacation, sick time, and paid holidays


• 12 weeks of paid parental leave


• Highly competitive and comprehensive medical, dental, and vision benefits 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 reimbursement for building/upgrading home office


• Annual allowance for education and professional development assistance


• $75 USD/month digital reimbursement


• Access to the BetterUp platform for coaching, personal, and professional growth

Accommodations:

If you require reasonable accommodation to complete this application, interview, or pre- employment testing or participate in the employee selection process, please direct your inquiries to [e-mail]. Please note that non-accommodation requests to this inbox will not receive a response.

Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are.

We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.

We do discriminate against hackers who try to exploit businesses of all sizes.