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Salary: GBP 35,000 - 45,000 / annual
Huntress is seeking a Product Support Specialist to join its world-class support team in the UK. Founded in 2015 by former NSA cyber operators, Huntress provides enterprise-grade cybersecurity solutions protecting 4M+ endpoints and 7M+ identities globally. The company combines purpose-built security technology with a dedicated Security Operations Center (SOC), delivering affordable, fully managed cybersecurity to underresourced IT teams.
In this customer-facing role, you will be the primary point of contact for technical support, handling customer inquiries with a focus on delivering exceptional service. You'll provide initial support, walk customers through problem-solving processes, assess and escalate incidents appropriately, and follow up to ensure resolution. The role requires strong customer-centric skills, technical troubleshooting expertise, and the ability to grow your knowledge of Huntress products and customer environments.
Key responsibilities include providing technical assistance, recommending improvements to documentation, collaborating with the support team, and maintaining the company's 98%+ CSAT rating and rapid ticket close times. You'll work in a fully remote environment with a team that values transparency, mentoring, and continuous learning.
Required experience includes practical knowledge of Microsoft Windows and macOS operating systems, troubleshooting common system and application issues, familiarity with antivirus configuration, and experience with system management tools such as GPO, RMMs, and SCCM. Knowledge of tools like ProcMon and Process Explorer is advantageous. You should be disciplined, collaborative, and able to adapt quickly in a hypergrowth environment.
