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Salary: USD 50,000 - 65,000 / annual
Huntress, founded in 2015 by former NSA cyber operators, is a remote-first cybersecurity company making enterprise-grade security accessible to businesses of all sizes. The company operates a 24/7 human-led Security Operations Center (SOC) and currently secures over 5M endpoints and 16M identities worldwide.
As a Product Support Specialist, you will be a key customer-facing role, serving as the first and primary point of contact for technical support. You'll work collaboratively with a world-class support team that maintains a 98%+ CSAT rating and resolves tickets within hours of submission.
Key Responsibilities:
- Provide initial partner support and convey resolutions to customers
- Walk customers through problem-solving processes and provide hands-on 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
- Continually grow your knowledge of internal procedures, the Huntress product, and customer environments
The role reports to the Product Support Manager and is part of a department that provides regular coaching, mentoring, and training opportunities. You'll have the opportunity to directly impact the bottom line by ensuring world-class support delivery.
Requirements:
- Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals (services, registry) and troubleshooting common system and application issues
- Practical experience with macOS, including familiarity with directory structures, services, and troubleshooting common system and application issues (Terminal and Bash knowledge is a plus)
- Experience with tools such as ProcMon and Process Explorer (a plus)
- Experience configuring antivirus products and troubleshooting interactions with specialty software
- Familiarity with system configuration/management tools such as GPO, RMMs, and SCCM (scripting these tools is a plus)
- Ability to adapt and pivot quickly to changes in hypergrowth environments
- Highly collaborative mindset and systematic problem-solving skills
- Disciplined approach to technical support
