Product Support Specialist
**我们所做的：**网络犯罪正在增长，更多的企业正受到仅针对最大组织的威胁的影响。这推动了像我们这样的捍卫者在最高水平上运作，并深化了我们对想要有意义影响的好人需求。由前 NSA 网络操作员创立于2015年，Hunter 是一个远程第一团队，致力于让各种规模的企业级网络安全可访问。我们与保护复杂环境的安全团队和服务提供商密切合作，通常没有时间或人员数量来处理所有这些问题。这就是为什么我们内部构建我们的技术并支持它，以7/7的人员领导的安全运营中心 (SOC). 由于这些问题，我们在全球范围内拥有超过5万个终端点和1600万个身份。因为越来越多的企业依赖于我们帮助承担负载并更自信地运营。每天，你可以看到我们的承诺是如何与客户站在一起以及如何表现对彼此。**报告给：产品支持经理** **地点：远程美国** **赔偿范围：$50,000至 $65,000加上奖励和资本** ***对于这个职位，我们只考虑位于东方时区的候选人.** ** 我们所做的：** 网络犯罪正在增长，更多的企业正受到仅针对最大组织的威胁的影响。这推动我们这样的捍卫者在最高水平上运作，并深化了我们对想要有意义影响的人才的需求。由前 NSA 网络操作员于2015年创立，Hunterse 是一支远程第一团队，致力于让各种规模的企业可访问企业级网络安全。我们与保护复杂环境的安全团队和服务提供商密切合作，通常没有时间或人员数量来处理一切。这就是为什么我们内部构建我们的技术并支持它，以7/7人类领导的安全运营中心 (SOC) 为主导。由于这些问题，我们在全球范围内拥有超过5万个终端点和14万个身份。因为越来越多的企业依赖于我们的帮助承担负荷并更自信地运营。每天，你可以看到这种承诺是我们如何与客户站在一起以及我们如何互相表现。**What Youll Do:** 在
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**What We Do:**
Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.
Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.
Huntress now secures more than 5M endpoints and 16M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.
**Reports to: Product Support Manager**
**Location: Remote US**
**Compensation Range: $50,000 to $65,000 base plus bonus and equity**
***For this position, we are only considering candidates located in the Eastern Time Zone.**
**What We Do:**
Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.
Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.
Huntress now secures more than 5M endpoints and 14M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.
**What You’ll Do:**
At Huntress, we have built a team that is 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 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.
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 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-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 in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service.
**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
**What You Bring To The Team:**
- 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
**What We Offer:**
- 100% remote work environment - since our founding in 2015
- 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
_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._
_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_](mailto: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](https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click) for more details on our practices and your data privacy rights.__
**#BI-Remote**
_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._
_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_](mailto: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](https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click) for more details on our practices and your data privacy rights.__
**#BI-Remote**