Huntress is looking for a Product Support Specialist to be the first and primary point of contact for technical support. You'll provide direct support via email and chat, playing a key role in troubleshooting product issues and ensuring customer satisfaction for our mission-driven cybersecurity company.
What You'll Do
- Provide direct support to 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 We're Looking For
- Ability to adapt readily to the dynamic and evolving environment of a fast-paced company.
- Collaborate effectively and communicate clearly, working well with the team to deliver optimal solutions for our partners.
- Approach problem-solving with strong logical reasoning and a systematic, analytical mindset.
- Experience with, or an aptitude for understanding, antivirus product configuration and software interaction troubleshooting.
Nice to Have
- Familiarity with system configuration/management tools such as GPO, RMMs, and PSAs; or scripting these tools.
Team & Environment
You will report to the Senior Manager, Product Support.
Benefits & Compensation
- Compensation: $65,000 to $75,000 AUD base salary plus equity.
- 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.
Work Mode
This is a fully remote position open to candidates located within Australia.
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.
