Product Support Specialist - Central Time Zone

About Huntress

Founded in 2015 by former NSA cyber operators, Huntress is a remote-first cybersecurity company dedicated to making enterprise-grade protection accessible to all businesses. We protect over 5 million endpoints and 11 million identities globally through our proprietary technology backed by a 24/7 human-led Security Operations Center (SOC). Our mission is to empower organizations to confront cyber threats with confidence.

Role Overview

We are seeking a Product Support Specialist located in the Central Time Zone to join our remote US team and report to the Product Support Manager. This role plays an essential part in delivering exceptional customer care and technical assistance, sustaining our exceptionally high customer satisfaction scores. You will serve as the primary technical support contact, helping customers solve issues efficiently while embodying our values of transparency, integrity, and going beyond expectations.

Key Responsibilities

• Deliver initial support to partners and communicate solutions effectively to customers
• Guide customers through problem-solving steps and provide hands-on assistance
• Evaluate customer problems and escalate issues appropriately when necessary
• Follow through with customers, provide updates, and ensure problems reach resolution
• Utilize excellent interpersonal and customer service skills to exceed expectations
• Suggest improvements to both internal support documentation and customer-facing materials
• Continuously expand personal expertise on Huntress products, processes, and client environments

Qualifications

• Adaptability to rapidly changing environments typical of high-growth organizations
• A collaborative mentality focused on finding the best outcomes working together with teammates
• Disciplined and systematic approach to problem solving
• Hands-on experience supporting Microsoft Windows OS, understanding internals such as services, registry, and troubleshooting diverse system and application problems
• Experience with macOS, including knowledge of directory structures, services, and troubleshooting; familiarity with Terminal and Bash is advantageous but not mandatory
• Familiarity with diagnostic tools like Process Monitor and Process Explorer is a plus
• Experience configuring antivirus software and managing conflicts between antivirus and specialized applications
• Knowledge of system configuration and management tools such as Group Policy Objects (GPO), Remote Monitoring and Management (RMM) tools, and System Center Configuration Manager (SCCM); scripting skills are beneficial

Compensation and Benefits

• Annual base salary ranging from $50,000 to $65,000, supplemented by bonuses and equity options
• Fully remote work setup within the United States (Central Time Zone candidates only)
• Generous paid time off including vacation, sick leave, and holidays
• 12 weeks paid parental leave
• Comprehensive medical, dental, and vision insurance plans
• 401(k) plan with a 5% company contribution independent of employee contributions
• Life and disability insurance coverage
• Stock options available to all full-time employees
• One-time $500 reimbursement for home office setup or upgrades
• Annual allowance for education and skill development
• $75 monthly stipend for digital expenses
• Access to coaching and personal/professional growth through BetterUp platform

Equal Opportunity and Accessibility

We pride ourselves on fostering an inclusive culture where every team member is valued and empowered to be their authentic self. Huntress is an equal opportunity employer and does not discriminate based upon any legally protected status. Reasonable accommodations are provided upon request during the hiring process.