Training Support Specialist, Huntress

• Proven technical support/customer support skills
• Self-motivated individual who can work independently and with a team
• Strong presentation and facilitation skills, with the ability to engage and educate diverse audiences virtually
• A passion for continuous learning and the ability to quickly grasp new technical information
• Excellent written and verbal communication skills, capable of explaining complex technical concepts clearly and concisely
• Familiarity with an LMS is a plus

• Reports to: Manager of Support
• As a Training Support Specialist, you will be responsible for delivering curriculum to the support team
• You will be a resource for the team through formal and informal training, leading internal onboarding, creating courses in our SAT offering, and helping to maintain both our internal and external knowledge bases, all with the goal of leveling up our team’s product knowledge, troubleshooting capabilities, and communication skills
• In service of this, you will need to be proficient in all Huntress products, and will work within our team to ensure support is aware of new and updated features, campaigns, and initiatives
• Assist the Training Lead in planning, designing, scheduling, and delivering training that levels up the team’s technical skill in regard to product features and best practices
• Identify individual and team skills gaps and deliver training programs to address those skill gaps
• Measure the effectiveness of training sessions, including preparing individual or team progress reports
• Maintain updated records of training curriculum, material, and learning transcripts
• Serve as point of contact during onboarding of support new hires
• Fulfill all support training KPIs
• Create and maintain knowledge base articles, SOPs, guides, and other materials
• Act as a resource for team members writing or editing knowledge content
• Ability to work on your own initiatives with high attention to detail
• Flexible mindset and willingness to accommodate and support changing priorities in a growing company
• Work up to 10% of your time on off hours, in order to support our global teams
• Collaborate with subject matter experts to ensure the accuracy and relevance of training content
• Assist leadership with ticket Quality Assurance, both to identify knowledge gaps and to stay up on current ticket trends
• Assist in the ticket queue on an as-needed basis

• 100% Remote: We’ve been a remote team from day one—and we’ve got the tools, systems and processes to be successful from anywhere in the world.
• PTO & Parental Leave: We offer 12 weeks of paid parental leave, along with vacation, sick time and floating holidays.
• 401K Match: We offer a 5% contribution to your 401k—even if you’re not paying into it yourself.
• Growth Opportunities: We’re super committed to employee development, both within and outside of Huntress – including education assistance programs, hands-on training and more.
• Health Benefits: Medical, dental, vision, and everything you’d expect from a company that cares about its team members.
• Stock Options: All full-time employees get stock options and benefit from the continued growth and success of the company.

Total funding: $289.8m

In a world of increasingly sophisticated cyberthreats, many SMBs don’t have the resources to protect themselves. Huntress addresses the need for robust cybersecurity solutions for small to medium sized businesses, which make up 99% of the US business landscape.