Product Support Specialist
Core
Provide technical support and troubleshooting for enterprise cybersecurity software to customers and partners, ensuring system stability and resolving incidents.
Role type
Product Support Specialist (Technical Support)
Builds
Huntress cybersecurity platform (endpoint protection, identity security)
Domain
Cybersecurity / Enterprise IT
Deliverable
client delivery
Required skills
Windows OS troubleshooting, macOS troubleshooting, antivirus configuration, system configuration tools (GPO, RMMs, SCCM), incident escalation, documentation improvement
Preferred skills
Terminal and Bash, ProcMon, Process Explorer, scripting
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, Recommend changes to internal and customer-facing documentation where needed, Continually grow knowledge of internal procedures, the Huntress product, and customer environments