Product Support Specialist

🔥 2 hours ago

🇺🇸 United States – Remote

💵 $50k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Huntress

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

Huntress is a cybersecurity firm that provides managed detection, investigation, and response solutions to protect endpoints, identities, and email environments. It offers a platform with managed EDR, security awareness training, ITDR for Microsoft 365, and SIEM solutions, all supported by a 24/7 Security Operations Center. Huntress is designed to secure small and medium-sized businesses against cyber threats. Their services help organizations across industries, ensuring robust protection and compliance, especially in environments like education, finance, healthcare, manufacturing, and government.

📋 Description

• 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 knowledge of internal procedures, the Huntress product, and customer environments • Serve as the first and primary point of contact for technical support • Collaborate with the Product Support team to resolve customer inquiries effectively and efficiently • Provide customer-facing support for Huntress cybersecurity products

🎯 Requirements

• Candidates must be located in the Eastern Time Zone • Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services and the registry, and troubleshooting common system and application issues • Practical experience with macOS, including familiarity with directory structures and services, and troubleshooting common system and application issues • Experience configuring antivirus products and troubleshooting interactions between these products and specialty software • Familiarity with system configuration/management tools such as GPO, RMMs, and SCCM • Ability to adapt and pivot quickly to day-to-day changes in hypergrowth companies • Highly collaborative mindset • Disciplined, systematic problem-solving skills • Knowledge of Terminal and Bash is a plus, but not required • Experience with ProcMon and Process Explorer is a plus • Scripting GPO, RMMs, and SCCM is a plus

🏖️ Benefits

• 100% remote work environment • 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 • Bonus and equity

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