Product Support Specialist

Join Huntress, a cybersecurity company dedicated to protecting customers from threats. As a Product Support Specialist, you'll provide top-tier customer service, resolve inquiries, and impact the bottom line. Enjoy benefits like a 401K match, health insurance, remote work, and growth opportunities.

• Provide initial partner support and convey resolutions to customers, walking them through problem-solving processes.
• Assess customer issues and properly escalate incidents as needed, following up with customers to ensure resolution.
• Utilize excellent customer service skills and exceed customer expectations, recommending changes to internal and customer-facing documentation where needed.
• We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings
• This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support
• Experience with tools such as ProcMon and Process Explorer is a plus
• Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience
• 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
• Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners
• Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software
• Consider themselves disciplined, with systematic problem-solving skills
• 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)