Product Support Specialist

Overview
Join to apply for the
Product Support Specialist
role at
Huntress
.
Reports to:
Senior Manager, Product Support
Location:
Remote Australia
Compensation Range:
$65,000 to $75,000 AUD base plus bonus and equity
What We Do
Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference.
Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service.
We protect 3M+ endpoints and 1M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.
What You'll Do
At Huntress, we have built a team 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 someone with a passion for customer support, a solid 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 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
Adaptability to the dynamic and evolving environment of a fast-paced company
Collaborative communication and teamwork to deliver optimal solutions for our partners
Strong problem-solving with a logical, analytical mindset
Working knowledge of:
Microsoft Windows Operating Systems, including familiarity with Windows internals and troubleshooting
macOS Operating Systems, including basic knowledge of macOS file systems and terminal navigation
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
At least one annual trip to the US for Summer Summit, with additional local events in Australia
New starter home office set up reimbursement ($800 AUD)
12 weeks paid parental leave for both primary and secondary carers
Digital monthly reimbursement ($185 AUD)
Subsidised private health insurance through our preferred provider
Stock options for all full-time employees
Access to the BetterUp platform for coaching, personal, and professional growth
Huntress is committed to creating a culture of inclusivity where every 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. People from diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply. We do not 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 Please note that non-accommodation requests to this inbox will not receive a response. If you have questions about your personal data privacy at Huntress, please visit our privacy page.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Computer and Network Security
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