Product Support Specialist - Central or East

Description:
• Reports to: Product Support Manager
• Location: Remote US- Central or East
• Compensation Range: $50,000 to $65,000 base, plus bonus and equity
• The shift for this role is 10am-5pm EST/9am-4pm CST
• What We Do: Founded in 2015 as a fully remote company by former NSA cyber operators, Huntress was built on a simple premise: to force hackers to earn every inch of their access.
• 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.
• 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.

Requirements:
• 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
• Considers 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 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

Benefits:
• 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

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