Product Support Specialist-UK

Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. 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.

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

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; Familiar with system configuration/management tools such as GPO, RMMs, and SCCM

Nice to have

Knowledge of Terminal and Bash; Experience with tools such as ProcMon and Process Explorer; Scripting system configuration/management tools such as GPO, RMMs, and SCCM

Benefits

Bonus and equity; 100% remote work environment; New starter home office set up reimbursement (£398); Generous personal leave entitlements; Digital monthly reimbursement (£92); Travel to the US 1-2 times/year for various company events; Pension; Access to the BetterUp platform for coaching, personal, and professional growth