Product Support Specialist- Eastern 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 16M 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. 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 Eastern Time Zone. 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.