# Product Support Specialist

**Company:** [Huntress](https://hotfix.jobs/companies/huntress)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $50k – $65k/yr
**Skills:** windows operating systems, macOS, procmon, process explorer, antivirus configuration, gpo, rmm, sccm, Bash, terminal
**Posted:** 2026-07-29

> Provide first-line technical product support to customers, troubleshooting Windows and macOS issues, escalating incidents, and delivering high-quality customer service for Huntress's cybersecurity platform. Requires practical OS troubleshooting experience and a collaborative, customer-centric mindset.

## Job Description

## 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

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