Product Support Specialist - Australia

Reports to: Product Support Manager

Location: Remote Australia

Compensation Range: $65,000 AUD to $75,000 AUD base plus bonus and equity

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. 

Today’s cyber-attacks aren’t limited to large organizations with the security tools that can ward off threats. Hackers don't discriminate and will find a way to penetrate any vulnerability in any size business, which is why Huntress focuses on protecting those small to midsize businesses that make up the backbone of our economy.

Huntress stops hidden threats that sneak past preventive security tools by utilizing our award-winning security platform and expert human threat hunters through dynamic products, including Managed EDR, MDR for Microsoft 365, and Managed Security Awareness Training.

Join the hunt and help us stop hackers in their tracks!

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 initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and appropriately escalate incidents as needed
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Recommend changes to internal and customer-facing documentation where needed
• Continually grow your knowledge of internal procedures, the Huntress product, and customer environments

What You Bring To The Team:  

• Ability to adapt and pivot quickly to the day-to-day changes that hyper-growth companies experience
• Highly collaborative mindset: being able to work together as one team to come to the best possible solutions for our partners
• Consider 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 standard system and application issues
• Practical experience supporting macOS Operating Systems, including basic knowledge of macOS file systems and navigating the terminal
• Experience configuring antivirus products and troubleshooting interactions between these products and specialty software
• Familiar with system configuration/management tools such as GPO, RMMs, and PSAs; 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 ($731 AUD)
• Generous personal leave entitlements
• Digital monthly reimbursement ($169 AUD)
• Superannuation
• Healthcare Benefits
• Access to the BetterUp platform for coaching, personal, and professional growth

Huntress is committed to creating a culture of inclusivity where every single 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 all culturally diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply.

We do discriminate against hackers who try to exploit small businesses.

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 [email protected]. 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.