Product Support Specialist- West Coast

Posted 6 Days Ago
Easy Apply
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Hiring Remotely in US
Remote
1-3 Years Experience
Information Technology • Security • Cybersecurity
Huntress was built on a simple premise: to force hackers to earn every single inch of their access.
The Role
The Product Support Specialist at Huntress is responsible for providing exceptional customer support, resolving technical issues, and collaborating with team members to ensure customer satisfaction. The role involves assessing customer inquiries, escalating incidents when necessary, and maintaining knowledge of Huntress products and procedures.
Summary Generated by Built In

Reports to: Product Support Manager

Location: Remote US

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


What We Do:

Founded in 2015 as a fully remote company by former NSA cyber operators, Huntress was built on a simple premise: to force hackers to earn every inch of their access. 

Today’s cyber-attacks aren’t limited to large organizations with the security tools that can ward off threats. Hackers don't discriminate and will find a way to penetrate any vulnerability in any size business, which is why Huntress focuses on protecting those small to midsize businesses that make up the backbone of our economy.

Huntress stops hidden threats that sneak past preventive security tools by utilizing our award-winning security platform and expert human threat hunters through dynamic products including Managed EDR, MDR for Microsoft 365, and Managed Security Awareness Training.

Join the hunt and help us stop hackers in their tracks!

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 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 we continue delivering 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:  

  • Located in the US Pacific time zone
  • Ability to adapt and pivot quickly to the day-to-day changes that hyper-growth companies experience
  • Highly collaborative mindset: being able to work together as one team to come to the best possible solutions for our partners
  • Considers themselves disciplined, with systematic problem-solving skills
  • Practical experience supporting Microsoft Windows Operating Systems, including familiarity with its directory structures, services, the registry, etc., and troubleshooting common system and application issues (knowledge of Powershell is a plus, but not required)
  • 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 configuring antivirus products and troubleshooting interactions between these products and specialty software
  • Familiar with system configuration/management tools such as GPO, RMMs, AD, and MDMs; 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 small businesses.

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

If you have questions about your personal data privacy at Huntress, please visit our privacy page.

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Top Skills

Windows

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The Company
San Francisco, CA
250 Employees
Remote Workplace
Year Founded: 2015

What We Do

If your career aspiration when you were a child was to fight the “bad guys” while helping the good ones, keep reading.

We’re Huntress. Through education, expertise and curiosity, our team protects our partners from today’s increasingly dangerous threat actors. Founded by former NSA Cyber Operators—and backed by a team of human ThreatOps researchers—we’re working to bring cybersecurity to the 99%: those businesses and mom-and-pop shops that lack the resources to defend themselves.

Come join the hunt and make your childhood self proud (in a 21st century kind of way).

Why Work With Us

Huntress protects small and mid-market businesses from modern cyberattackers. Founded by former NSA Cyber Operators—and backed by a team of 24/7 threat hunters—our managed security platform defends businesses from persistent footholds, ransomware, and other attacks

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Huntress Teams

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Cybersecurity for the 99 percent
About our Teams

Huntress Offices

Remote Workspace

Employees work remotely.

We believe in hiring the best people regardless of zip code or time zone. We currently hire individuals in the US, Canada, the UK, and Australia/NZ.

Typical time on-site: None
San Francisco, CA

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