[Hiring] Product Support Specialist @Huntress

Role Description

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.

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

Qualifications

• 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

Benefits

• Fully remote work
• At least one annual trip to the US for Summer Summit, with additional local events in Australia!
• New starter home office set up reimbursement ($800 AUD)
• 12 weeks paid parental leave for both primary and secondary carers
• Monthly digital allowance for personal phone and internet costs ($185 AUD)
• Monthly home office tech stipend to upgrade or replace equipment ($40 AUD)
• Subsidised private health insurance through our preferred provider
• Stock options for all full-time employees
• Access to the BetterUp platform for coaching, personal, and professional growth