Product Support Specialist

• As a Product Support Specialist here 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 that we continue to deliver world-class support. This customer-facing role requires a customer-centered 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
• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and properly escalates 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

• 401K Match:
  We offer a 5% contribution to your 401k - even if you're not paying into it yourself.
• Health Benefits:
  
  Medical, dental, vision, life & disability insurance, pet insurance, and other benefits you'd expect from a company that cares about its team members.
• 100% Remote:
  We've been a remote team from day one - and we've got the tools, systems and processes to be successful outside of a corporate office or HQ.
• PTO & Other Leave:
  We offer 12 weeks of paid parental leave, along with vacation, sick time, bereavement leave, and floating holidays.
• Pension:
  We offer a competitive employer contribution to your pension.
• Growth Opportunities:
  We're committed to teammate development, both within and outside of Huntress - including education assistance programs like Life Labs, hands-on training, coaching through Better Up, and more.
• Health Benefits:
  
  Huntress will provide a competitive contribution to put towards a healthcare plan of your choice.
• Stock Options:
  All full-time teammates receive stock options and benefit from the continued growth and success of the company.
• Digital Monthly Reimbursements:
  We offer a monthly digital reimbursement for your internet and phone - plus a new starter home office reimbursement.
• Pension:
  We offer a 5% contribution to your Pension - even if you're not paying into it yourself.
• Health Benefits:
  
  Medical, dental, vision, and other benefits you'd expect from a company that cares about its team members.

Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners

Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience

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)
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

Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software

Experience with tools such as Proc Mon and Process Explorer is a plus Consider themselves disciplined, with systematic problem-solving skills