Product Support Specialist

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

• 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 (knowledge of Terminal and Bash is a plus, but not required)
• Experience with tools such as ProcMon and Process Explorer is a plus
• Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software
• Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus

Compensation & Benefits

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