Product Support Specialist - West Coast (Remote)

About Huntress

Huntress is a fully remote, global team of cybersecurity experts founded in 2015 by former NSA cyber operators. We're on a mission to break down barriers to cybersecurity by providing enterprise-grade, fully owned and managed security solutions at affordable SaaS pricing. We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do.

The Role

As a Product Support Specialist, you'll be the first and primary point of contact for technical support, playing a key role in delivering world-class customer service. You'll join a department that values transparency, honesty, and going above and beyond to do the right thing. Our support team maintains a 98%+ CSAT rating with ticket close times within hours of submission.

Key Responsibilities

• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide technical 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 to maintain satisfaction and trust
• Develop expertise in Huntress technology and product offerings
• Collaborate with the support team to resolve customer inquiries effectively and efficiently

What We're Looking For

You have a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology. We value individuals with a customer-centric approach who take pride in delivering exceptional service and building lasting relationships with clients.

About This Position

Reports to: Product Support Manager
Location: Remote US (Pacific Time Zone candidates only)
Compensation: $50,000–$65,000 base salary plus bonus and equity

We provide regular coaching, mentoring, and training opportunities to support your professional growth and development.