The Role Provides first-line technical product support to customers, guides troubleshooting, assesses and escalates incidents, follows issues through resolution, and recommends documentation improvements. The role requires strong customer service, collaborative problem-solving, and practical experience troubleshooting Windows and macOS systems, antivirus interactions, and system-management tools such as GPO, RMMs, and SCCM. Summary Generated by

Built In What We Do:

Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That's why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 16M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.

Reports to:

Product Support Manager Location:

Remote US Compensation Range:

$50,000 to $65,000 base plus bonus and equity

•For this position, we are only considering candidates located in the Eastern Time Zone.

What We Do:

Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That's why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 14M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.

What You'll Do:

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.

Responsibilities:

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

What You Bring To The Team:

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 We Offer:

100% remote work environment - since our founding in 2015 Generous paid time off policy, including vacation, sick time, and paid holidays 12 weeks of paid parental leave Highly competitive and comprehensive medical, dental, and vision benefits plans 401(k) with a 5% contribution regardless of employee contribution Life and Disability insurance plans 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 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. We do discriminate against hackers who try to exploit businesses of all sizes.

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 accommodations@huntresslabs.com . Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process, but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights. #BI-Remote 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. We do discriminate against hackers who try to exploit businesses of all sizes.

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 accommodations@huntresslabs.com . Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process, but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights. #BI-Remote Read Full Description Skills Required Strong customer service skills and a customer-centric mentality Collaborative, disciplined, and systematic problem-solving approach Ability to adapt and pivot in a fast-changing environment Practical experience supporting Microsoft Windows operating systems, including Windows services, registry, and common system and application issues Practical experience with macOS, including directory structures, services, and common system and application issues Experience configuring antivirus products and troubleshooting interactions with specialty software Familiarity with system configuration and management tools such as GPO, RMMs, and SCCM Knowledge of Terminal and Bash Experience using ProcMon and Process Explorer Experience scripting system configuration and management tools What the Team is Saying Charlie Sales Development Representative II The highlight of working for Huntress is our company culture. I love that we have an ego-free sales team, transparent communication from the top down, and we've built an environment of inclusivity, curiosity, and collaboration. Charlie Sales Development Representative II The highlight of working for Huntress is our company culture. I love that we have an ego-free sales team, transparent communication from the top down, and we've built an environment of inclusivity, curiosity, and collaboration. Ehret Senior Manager, Employee Experience Working at Huntress is exactly how I'd hoped it would be! We're given freedom every day to be the best in our roles and make decisions with a huge impact while coming together and ensuring we are all working towards a common goal. John Staff Software Engineer I feel a strong sense of camaraderie at Huntress. It is particularly exciting to engineer products that empower the analysts behind our human-powered threat hunting. The Huntress team is passionate about sharing cybersecurity knowledge. Katie Senior Field Marketing Manager It's incredibly humbling to work for a company that has a true passion for cybersecurity and education. Huntress protects culture fiercely and has built a team of simply good humans that will support your ideas and growth. Kellie Manager of Channel Account Management I enjoy working for Huntress who has focused on building amazing culture. Huntress values innovation and integrity above all else. This is illustrated by our hiring efforts and commitment to actioning internal feedback to implement quality solutions. Lou Sales Operations Specialist I never thought I would be the guy that enjoys going to work everyday. The culture at Huntress makes that possible. From the top down, Huntress practices what it preaches. Our mission, commitment, and core values are apparent from every team member. Debbie Senior Software Development Engineer in Test Everyone here at Huntress shares the same vision and is dedicated to protecting the 99%. We all support each other and work to make that happen. It's challenging, but I'm grateful that people here believe in me and appreciate the work I have done. Krutarth Head of UX Design Huntress has amazing teammates, transparent leadership, and the shared goal of making great products. Empathy isn't just a buzzword here - it guides every decision we make so that we design purposefully, relentlessly in the pursuit of our goal. Martha Senior Accountant What I enjoy the most about working at Huntress is the people and the supportive environment. Everyone has a positive attitude, works collaboratively, and assists when and where needed in order to help meet our goals and deadlines. Huong Accounting Associate As a work- from-home mom, I found it very challenging to separate personal life from work. Fortunately, I am trusted to take ownership over my workload and modify my schedule in a way that works best for me and the team. The flexibility and productivity focus offered by Huntress has greatly benefited our whole family. Joe Channel Account Manager I Huntress has opened my eyes to the intersection of cybersecurity and my sales career. This company has taught me everything from lingo, the role we play in protecting our partners, sales, culture, and collaboration. Being at Huntress, I feel that I've learned about a company that welcomes transparency, vulnerability, and finding one's genius zone. John Security Operations Analyst Here at Huntress our team is really passionate about making sure our partners are protected. We are constantly working with each other to develop new ways to analyze and investigate. New zero day malware can show up at anytime and our team has been researching the many ways we can detect these new infections and be able to grab them right away. Huntress Compensation & Benefits Highlights Retirement Support — A 5% employer 401(k) contribution is provided even when employees contribute nothing themselves, and this non‑elective support is repeatedly emphasized as a standout element. This materially strengthens total compensation for many U.S. employees. Healthcare Strength — The package includes comprehensive medical, dental, and vision coverage alongside life/disability and pet insurance, with multiple descriptions noting strong satisfaction and low employee costs. Health benefits are highlighted across company and third‑party materials as a core strength. Parental & Family Support — Twelve weeks of paid parental leave are consistently stated for new parents, paired with vacation, sick time, bereavement leave, and floating holidays. This breadth of family support is positioned as a key component of the overall package. Learn more about Huntress's Compensation & Benefits → Huntress Insights What's It Like to Work at Huntress? Huntress Culture & Values Huntress Career Growth & Development What's the Work-Life Balance Like at Huntress? Huntress Leadership & Management Huntress Company Growth, Stability & Outlook View all jobs at Huntress View Huntress Profile Report Job