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Product Support Specialist- West Coast

Product Support Specialist at Huntress, remote role, $50k-$65k base.
Huntress
Remote
United States
USD 50,000 - 65,000
Job Description
Huntress is seeking a Product Support Specialist to join their remote team. The ideal candidate will be based on the West Coast and operate within the Pacific Time Zone. This role involves providing initial partner support, walking customers through problem-solving processes, and escalating incidents as needed. The specialist will follow up with customers, provide feedback, and ensure problems are resolved while exceeding customer expectations. They will also recommend changes to documentation and continually grow their knowledge of Huntress products and customer environments.

Responsibilities include:
  • Providing initial partner support and conveying resolutions to customers
  • Walking customers through problem-solving processes and provide assistance
  • Assessing customer issues and properly escalate incidents as needed
  • Following up with customers, provide feedback, and see problems through to resolution
  • Utilizing excellent customer service skills and exceed customer expectations
  • Recommending changes to internal and customer-facing documentation where needed
  • Continually grow your knowledge of internal procedures, the Huntress product, and customer environments

Requirements include:
  • Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience
  • Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners
  • Considers themselves disciplined, with systematic problem-solving skills
  • Practical experience supporting  Microsoft Windows Operating Systems
  • Practical experience with macOS
  • Experience configuring antivirus products and troubleshooting interactions between these products and specialty software
  • Familiar with system configuration/management tools such as GPO, RMMs, and SCCM

Huntress offers:
  • 100% remote work environment
  • Generous paid time off policy
  • 12 weeks of paid parental leave
  • Highly competitive and comprehensive medical, dental, and vision benefits plans
  • 401(k) with a 5% contribution
  • Stock options for all full-time employees
  • One-time $500 reimbursement for building/upgrading home office
  • Annual allowance for education and professional development assistance
  • $75 USD/month digital reimbursement
  • Access to the BetterUp platform for coaching, personal, and professional growth
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Huntress

All Jobs at Huntress (23)