Product Support Specialist, Huntress
$50-65k
Plus bonus and equity
More information about location
Managed cyber security platform for SMBs
Job no longer available
Managed cyber security platform for SMBs
501-1000 employees
Job no longer available
$50-65k
Plus bonus and equity
More information about location
501-1000 employees
Company mission
To elevate SMBs through education and community — one hacker at a time.
Role
Who you are
- 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
- 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 common system and application issues
- Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required)
- Experience with tools such as ProcMon and Process Explorer is a plus
- Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software
- Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus
What the job involves
- Reports to: Product Support Manager
- At Huntress, we have built a team that is 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 an individual who has a passion for customer support, a strong 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 here at Huntress, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver 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 in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service
- Provide initial partner support and convey resolutions to customers
- Walk customers through problem-solving processes and provide assistance
- Assess customer issues and properly 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
Our take
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.
The company offers a managed security platform, which third party resellers leverage to protect their clients from attacks. Launched in 2015, Huntress has grown well over the years, attracting plenty of investment and expanding its headcount into the hundreds.
In recent years, Huntress has turned its eye to acquisitions and new product launches, as well as major international expansion. A considerable influx of funding will support these initiatives, as well as allow the company to maintain sales momentum by expanding its go-to-market efforts.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Jun 2024
$150m
SERIES D
May 2023
$60m
SERIES C
Total funding: $289.8m
Company benefits
- 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.
Company HQ
Ellicott City, MD
Leadership
Kyle Hanslovan
(Co-founder & CEO)Spent nine years as a Cyber Warfare Operator for Air National Guard, and seven years as an Information Assurance Officer for the United States Air Force. Co-founded and was CEO of boutique cyber security company StrategicIO, and was a Senior Cyber Vulnerability Analyst at ManTech International Corporation.
Chris Bisnett
(Co-founder & CTO)US Navy Veteran, serving for five years as a Vulnerability Analyst focused on the Department of Defense network. Operated in a number of Senior Security Engineering roles after leaving the Navy. Former CTO of LegalConfirm.com (acquired by Capital Confirmation, 2014).
John Ferrell
(Co-founder)Spent five years as a Security Engineer and CNO Analyst over two spells at ManTech International, with one year as a Linux Systems Engineer at SPARTA in the interim. Was a CNO Developer at StrategicIO before co-founding Huntress.
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