Product Support Specialist

About Huntress

Founded in 2015 by ex-NSA cyber operators, Huntress is a remote-first cybersecurity company dedicated to making enterprise-level security accessible for businesses of all sizes. Their in-house developed technology, combined with a 24/7 human-led Security Operations Center, safeguards over 5 million endpoints and 11 million identities worldwide, continually expanding their reach as more businesses depend on them.

Role Overview

As a Product Support Specialist at Huntress, you will be a vital link between the company and its customers, delivering top-tier assistance and ensuring customer satisfaction. This role demands a strong customer-centric focus and the ability to master Huntress’ technology and product portfolio. Reporting to the Senior Manager, Product Support, this position offers remote work from Australia and a competitive package including a base salary of AUD 70,000-75,000 plus bonus and equity.

Key Responsibilities

• Serve as the first point of contact for partner support inquiries, communicating resolutions effectively to customers.
• Guide customers through troubleshooting steps and provide technical assistance where needed.
• Evaluate and escalate customer issues appropriately to ensure timely resolution.
• Maintain continuous communication to update customers and close issues satisfactorily.
• Exceed customer expectations by employing excellent service skills.
• Suggest improvements to internal and customer-facing documentation to enhance clarity and utility.
• Expand your knowledge of internal workflows, Huntress products, and client environments continuously.

Candidate Profile

• Adaptable and able to manage rapid changes typical in high-growth companies.
• Strong collaborator who values teamwork in delivering optimal partner solutions.
• Disciplined with structured problem-solving abilities.
• Experience supporting Microsoft Windows OS, understanding Windows internals such as services and the registry, and resolving system/application problems.
• Familiarity with macOS including directory structures and troubleshooting, with bonus points for Terminal and Bash knowledge.
• Knowledge of tools like ProcMon and Process Explorer is advantageous.
• Proficient in configuring antivirus software and resolving conflicts between antivirus and specialized software.
• Experience using system management tools such as GPO, RMM, and SCCM, with scripting skills considered a plus.

What We Offer

• Fully remote employment with at least one annual trip to the US for the Summer Summit plus local events in Australia.
• Reimbursement of up to AUD 800 for home office setup expenses.
• Generous paid parental leave of 12 weeks for both primary and secondary caregivers.
• Monthly digital allowance of AUD 185 for phone and internet costs.
• Monthly stipend of AUD 40 for upgrading home office technology.
• Subsidized private health insurance via a preferred provider.
• Stock option plans available to all full-time staff members.
• Access to BetterUp for professional coaching and personal development.

Additional Information

Huntress is committed to a diverse and inclusive workplace, welcoming applicants from all cultural and ethnic backgrounds, including Aboriginal & Torres Strait Islander communities. They prohibit discrimination based on legally protected categories and expressly deny opportunities to cyber attackers.

If accommodations are required during the application or hiring process, candidates are encouraged to request them via direct contact. The recruitment process incorporates AI tools for initial application reviews under human oversight, maintaining privacy and fairness throughout.