Reports to: Product Support Manager

Location: Remote US

Compensation Range: $50,000 to $65,000 base plus bonus and equity

For this position, we are only considering candidates located in the Pacific Time Zone.

What We Do:

Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That

pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful

impact.

Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity

accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments,

often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7

human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it,

ensuring our customers' protection.

Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely

on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our

customers and how we show up for each other.

What You’ll Do:

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.

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

What You Bring To The Team:

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 We Offer:

100% remote work environment - since our founding in 2015
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

Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is

empowered to come to work every day just as they are.

We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender

identity, disability, veteran status, genetic information, marital status, or any other legally protected status.

We do discriminate against hackers who try to exploit businesses of all sizes.

Accommodations:

If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the

employee selection process, please direct your inquiries to accommodations@huntresslabs.com [accommodations@huntresslabs.com].

Please note that non-accommodation requests to this inbox will not receive a response.

Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening,

skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review

process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use

of AI in our recruitment process. Please review our Candidate Privacy Notice

[https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click] for more details on our practices and your

data privacy rights.

#BI-Remote

Roll

Product Support Specialist- Pacific Time Zone

Kategori

Other

Plats

United States of America

Publicerad

29 juli

Sista ansökningsdag

29 augusti

Källa

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As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: 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. 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These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice [https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click] for more details on our practices and your data privacy rights. #BI-Remote

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