Product Support Specialist

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:

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:  

• You adapt readily to the dynamic and evolving environment of a fast-paced company
• You collaborate effectively and communicate clearly, working well with the team to deliver optimal solutions for our partners
• You approach problem-solving with strong logical reasoning and a systematic, analytical mindset
• Working knowledge of:
  • Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting standard system and application issues
  • macOS Operating Systems, including basic knowledge of macOS file systems and navigating the terminal
• 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
• 1-2 trips to the US annually for events such as Sales Kick-Off and Summer Summit!
• New starter home office set up reimbursement ($800 AUD)
• Generous personal leave entitlements
• Digital monthly reimbursement ($185 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.