Product Support Specialist- Pacific Time Zone

Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We have a world-class support team built with individuals who provide best-in-class service to our customers. As a Product Support Specialist here at Huntress, you will play a key role in interacting with our customers. You will be the first and primary point of contact for technical support. The 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

Requirements

Passion for customer support; Strong team-player mentality; Willingness to become an expert in our technology and product offerings; Customer-centric mentality; 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; Familiarity with system configuration/management tools such as GPO, RMMs, and SCCM; Only considering candidates located in the Pacific Time Zone

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

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