Product Support Specialist- Central Time Zone
About The Position
Huntress is a remote-first company founded in 2015 by former NSA cyber operators, dedicated to making enterprise-grade cybersecurity accessible to businesses of all sizes. We partner closely with security teams and service providers who protect complex environments. Our platform is built in-house and supported by a 24/7 human-led Security Operations Center (SOC), ensuring continuous protection. Huntress currently secures over 5 million endpoints and 11 million identities globally, a testament to the growing trust businesses place in us for their security needs. We foster a culture of transparency, honesty, and mutual support. The Product Support team at Huntress is committed to providing world-class service, maintaining a 98%+ CSAT rating and rapid ticket resolution times. We are seeking an individual passionate about customer support, with a strong team-player mentality and a drive to become an expert in our technology. Our department prioritizes training and mentoring, with leadership offering regular coaching and development opportunities. As a Product Support Specialist, you will be a key customer-facing contact, acting as the primary point of contact for technical support. Your role is crucial in ensuring customer satisfaction and directly impacting the company's success by delivering exceptional technical assistance. The team collaborates closely to resolve customer inquiries efficiently and effectively, upholding top-tier customer service standards.
Requirements
- 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
- 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
Nice To Haves
- knowledge of Terminal and Bash is a plus, but not required for macOS support
- Experience with tools such as ProcMon and Process Explorer is a plus
- scripting these tools is a plus
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
Benefits
- 100% remote work environment
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
