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

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

Product Support Specialist

Key skills