Description

Job Title: Product Support Specialist

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
• 1-2 trips to the US annually for events such as Sales Kick-Off and Summer Summit!
• New starter home office set up reimbursement ($800 AUD)
• Generous personal leave entitlements
• Digital monthly reimbursement ($185 AUD)
• Superannuation
• Healthcare Benefits
• Access to the BetterUp platform for coaching, personal, and professional growth

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