Product Support Specialist at Huntress

, , Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem Solving, Microsoft Windows, macOS, Antivirus Configuration, System Management Tools, Communication, Collaboration, Analytical Mindset, Technical Support, Documentation Improvement, Troubleshooting, Feedback Gathering, Training, Mentoring, Team Player

Industry

Computer and Network Security

Description

Reports to: Senior Manager, Product Support Location: Remote Australia What We Do: Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference. Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service. We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting. What You’ll Do: At Huntress, we have built a team focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing. We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket close times within hours of submission. We’re looking to hire someone with a passion for customer support, a solid team-player mentality, and the willingness to become an expert in our technology and product offerings. You’ll join a department that cares deeply about providing training and mentoring opportunities to our team members. Leadership provides regular coaching, mentoring, and training opportunities. As a Product Support Specialist at Huntress, you will be key in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring we continue delivering world-class support. This customer-facing role requires a customer-centric 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 to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service. Responsibilities: Provide direct support to our partners via email and chat, offering clear and helpful solutions as their initial point of contact Deliver exceptional customer service, ensuring partners feel valued and supported Guide partners through product troubleshooting, ensuring they understand the steps to resolve issues Assess and escalate complex problems to the appropriate teams, ensuring timely resolution Follow up with partners to confirm successful issue resolution and gather feedback for continuous improvement Identify opportunities to enhance our documentation and suggest clear, concise improvements Continuously expand your knowledge of our products, internal procedures, and partner environments What You Bring To The Team: You adapt readily to the dynamic and evolving environment of a fast-paced company You collaborate effectively and communicate clearly, working well with the team to deliver optimal solutions for our partners You approach problem-solving with strong logical reasoning and a systematic, analytical mindset. Working knowledge of: Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting standard system and application issues macOS Operating Systems, including basic knowledge of macOS file systems and navigating the terminal Experience with, or an aptitude for understanding, antivirus product configuration and software interaction troubleshooting Familiarity with system configuration/management tools such as GPO, RMMs, and PSAs; or scripting these tools is a plus! What We Offer: Fully remote work At least one annual trip to the US for Summer Summit, with additional local events in Australia! New starter home office set up reimbursement ($800 AUD) 12 weeks paid parental leave for both primary and secondary carers Monthly digital allowance for personal phone and internet costs ($185 AUD) Monthly home office tech stipend to upgrade or replace equipment ($40 AUD) Subsidised private health insurance through our preferred provider Stock options for all full-time employees Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. People from all culturally diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.

Responsibilities

As a Product Support Specialist, you will provide direct support to partners via email and chat, ensuring they receive clear and helpful solutions. You will also guide partners through product troubleshooting and escalate complex issues as necessary.