Product Support Specialist- Eastern Time Zone

Huntress Labs

8d•$50,000 - $65,000•Remote

About The Position

Huntress is hiring a remote Product Support Specialist located in the Eastern Time Zone. Reporting to the Product Support Manager, this customer-facing role is the first and primary point of contact for technical support. The specialist works collaboratively with the Product Support team to resolve customer inquiries efficiently while delivering high-quality service. The role involves directly supporting customers and partners, helping ensure Huntress continues to provide world-class support. The successful candidate will have a strong customer-support orientation, a collaborative mindset, and an interest in becoming an expert in Huntress products and technology. The support department provides regular coaching, mentoring, and training. Compensation is $50,000 to $65,000 base, plus bonus and equity.

Requirements

Ability to adapt and pivot quickly in response to day-to-day changes at a hypergrowth company.
Highly collaborative mindset and ability to work as one team to find effective solutions for partners.
Disciplined approach and systematic problem-solving skills.
Practical experience supporting Microsoft Windows operating systems, including familiarity with Windows internals such as services and the registry, and troubleshooting common system and application issues.
Practical experience with macOS, including familiarity with directory structures and services, and troubleshooting common system and application issues.

Nice To Haves

Knowledge of Terminal and Bash.
Experience with tools such as ProcMon and Process Explorer.
Experience configuring antivirus products and troubleshooting their interactions with specialty software.
Familiarity with system configuration and management tools such as GPO, RMMs, and SCCM.
Scripting system configuration and management tools.

Responsibilities

Provide initial partner support and convey resolutions to customers.
Guide customers through problem-solving processes and provide assistance.
Assess customer issues and escalate incidents appropriately.
Follow up with customers, provide feedback, and see problems through to resolution.
Use excellent customer-service skills and exceed customer expectations.
Recommend changes to internal and customer-facing documentation where needed.
Continually develop knowledge of internal procedures, Huntress products, and customer environments.

Benefits

100% remote work environment.
Generous paid time off, including vacation, sick time, and paid holidays.
12 weeks of paid parental leave.
Medical, dental, and vision benefits plans.
401(k) with a 5% company contribution regardless of employee contribution.
Life and disability insurance plans.
Stock options for all full-time employees.
One-time $500 reimbursement for building or upgrading a home office.
Annual allowance for education and professional development assistance.
$75 per month digital reimbursement.
Access to the BetterUp platform for coaching and personal and professional growth.
Bonus and equity.