Product Support Specialist

Who you are

• 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 the job involves

• Reports to: Product Support Manager
• 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
• 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

Benefits

• 100% Remote: We’ve been a remote team from day one – and we’ve got the tools, systems and processes to be successful outside of a corporate office or HQ.
• PTO & Other Leave: We offer 12 weeks of paid parental leave, along with vacation, sick time, bereavement leave, and floating holidays.
• 401K Match: We offer a 5% contribution to your 401k – even if you’re not paying into it yourself.
• Growth Opportunities: We’re committed to teammate development, both within and outside of Huntress – including education assistance programs like LifeLabs, hands-on training, coaching through BetterUp, and more.
• Health Benefits: Medical, dental, vision, life & disability insurance, pet insurance, and other benefits you’d expect from a company that cares about its team members.
• Stock Options: All full-time teammates receive stock options and benefit from the continued growth and success of the company.
• Digital Monthly Reimbursements: We offer a monthly digital reimbursement for your internet and phone – plus a new starter home office reimbursement.
• Pension: We offer a competitive employer contribution to your pension.
• Health Benefits: Huntress will provide a competitive contribution to put towards a healthcare plan of your choice.
• Pension: We offer a 5% contribution to your Pension – even if you’re not paying into it yourself.
• Health Benefits: Medical, dental, vision, and other benefits you’d expect from a company that cares about its team members.