Product Support Manager

Reports to: Director of Product Support

Location: Remote

Compensation Range: $90,000 to $120,000 base, plus bonus, and equity

What We Do:

Founded in 2015 by former NSA cyber operators, Huntress was built on a simple premise: to force hackers to earn every inch of their access.

Today’s cyber-attacks aren’t limited to large organizations with the security tools that can ward off threats. Hackers don't discriminate and will find a way to penetrate any vulnerability in any size business.  Huntress enables IT providers and resellers to stop hidden threats that sneak past preventive security tools.

Through a combination of expert human threat hunters, a comprehensive platform, and a desire to make the world a safer place, we’re working to deliver cybersecurity to the 99%—those small to midsize businesses that make up the backbone of our economy. 

Join the hunt and help us stop hackers in their tracks!

What You’ll Do: 

We are incredibly excited to make the addition of our first Product Support Manager to the product support team. As the support team continues it’s growth here at Huntress we’ve identified the need for an individual to help grow and develop this team all while maintaining outstanding customer service standards we have set to provide for our customers!

The Product Support Manager will be working directly with the product support staff to coach, mentor and develop the team to attain goals and metrics. They will be the primary point of escalation for team support and questions and be responsible for creating a communicative and collaborative environment.  This individual will be a key component of hiring for this team as well and should have a strong knowledge of interviewing and general hiring practices. 

Responsibilities:  

• Manage a team of product support professionals across several shifts and levels of experience.
• Work to develop and deliver on the key metrics, operating procedures and overall performance for the team. 
• Lead the team through coaching, development, coordination, and communication.
• Manage day to day operations to ensure requests are resolved in a timely and effective manner.
• Serve as a manager, mentor, knowledge resource, and escalation point for employees while building credibility and trust within the support group.
• Remain abreast of best practices and industry standards for continuous improvement of our support offering and partner experience.

What You Bring To The Team:  

• 5+ years of experience in product support management or a similar role
• Experience managing, coaching and elevating a team
• A customer first mentality and demonstrated background in delivering an exceptional customer experience
• Proficiency in Google Suite and Microsoft Suite
• Experience working with Zendesk or other ticketing systems
• Extensive familiarity with Slack 

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 paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans 
• 401(k) with 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees 
• One-time $500 stipend to build/upgrade home office
• Annual allowance for education and professional development assistance 
• $75 USD/month digital reimbursement

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 show up to work every day as their full self. 

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 small businesses.

Accommodations:

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]. Please note non-accommodation requests to this inbox will not receive a response.