[Remote] Product Support Specialist- Central

Note: The job is a remote job and is open to candidates in USA. Huntress is a fully remote cybersecurity company focused on breaking down barriers to cybersecurity. The Product Support Specialist will play a key role in providing world-class support to customers, ensuring effective resolution of inquiries and enhancing customer satisfaction.ResponsibilitiesProvide initial partner support and convey resolutions to customersWalk customers through problem-solving processes and provide assistanceAssess customer issues and properly escalate incidents as neededFollow up with customers, provide feedback, and see problems through to resolutionUtilize excellent customer service skills and exceed customer expectationsRecommend changes to internal and customer-facing documentation where neededContinually grow your knowledge of internal procedures, the Huntress product, and customer environmentsSkillsAbility to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experienceHighly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partnersConsider themselves disciplined, with systematic problem-solving skillsPractical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issuesPractical 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 plusExperience in configuring antivirus products and troubleshooting interactions between these products and specialty softwareIs familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plusBenefits100% remote work environment - since our founding in 2015Generous paid time off policy, including vacation, sick time, and paid holidays12 weeks of paid parental leaveHighly competitive and comprehensive medical, dental, and vision benefits plans401(k) with a 5% contribution regardless of employee contributionLife and Disability insurance plansStock options for all full-time employeesOne-time $500 reimbursement for building/upgrading home officeAnnual allowance for education and professional development assistance$75 USD/month digital reimbursementAccess to the BetterUp platform for coaching, personal, and professional growthCompany OverviewHuntress is the enterprise-grade, people-powered cybersecurity solution for all businesses, not just the 1%. It was founded in 2015, and is headquartered in Columbia, Maryland, USA, with a workforce of 501-1000 employees. Its website is https://huntress.com.Company H1B SponsorshipHuntress has a track record of offering H1B sponsorships, with 1 in 2024. Please note that this does not guarantee sponsorship for this specific role.



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