Remote Product Support Specialist

Summary

Join the hunt and help us stop hackers in their tracks! At Huntress, we have built a team focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing. We're looking to hire someone with a passion for customer support, a solid team-player mentality, and the willingness to become an expert in our technology and product offerings.

Requirements

• 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
• 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 standard system and application issues
• Practical experience supporting macOS Operating Systems, including basic knowledge of macOS file systems and navigating the terminal
• Experience configuring antivirus products and troubleshooting interactions between these products and specialty software
• Familiar with system configuration/management tools such as GPO, RMMs, and PSAs; scripting these tools is a plus

Responsibilities

• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and appropriately 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

Benefits

• Fully remote work
• 1-2 trips to the US annually for events such as Sales Kick-Off and Summer Summit!
• New starter home office set up reimbursement ($731 AUD)
• Generous personal leave entitlements
• Digital monthly reimbursement ($169 AUD)
• Superannuation
• Healthcare Benefits
• Access to the BetterUp platform for coaching, personal, and professional growth