Product Support Specialist- Eastern Time Zone

About Our Client:

Founded in 2015 by former NSA cyber operators, the organization operates in the cybersecurity industry. It addresses the growing challenge of cybercrime affecting businesses of all sizes by providing enterprise-grade cybersecurity solutions. The team develops in-house technology supported by a 24/7 human-led Security Operations Center, ensuring continuous protection. Securing over 5 million endpoints and 16 million identities worldwide, the organization supports complex environments often lacking sufficient time or personnel.

About the Opportunity:

The PRODUCT SUPPORT SPECIALIST role focuses on delivering expert technical support to customers, directly impacting customer satisfaction and company performance. The specialist serves as the primary contact for technical issues, working collaboratively to resolve inquiries efficiently while maintaining high service standards. This position is crucial in sustaining the organization's reputation for responsive and effective customer support.

Responsibilities:

• Provide initial partner support and communicate resolutions to customers
• Guide customers through troubleshooting and problem-solving steps
• Assess issues and escalate incidents appropriately
• Follow up with customers to ensure resolution and gather feedback
• Deliver exceptional customer service exceeding expectations
• Suggest improvements to internal and external documentation
• Continuously enhance knowledge of procedures, products, and customer environments

Requirements:

• Adaptability to fast-changing environments typical of rapidly growing companies
• Strong collaboration skills to work effectively as part of a team
• Disciplined with systematic problem-solving abilities
• Practical experience supporting Microsoft Windows operating systems, including familiarity with services and registry
• Practical experience with macOS, including directory structures and common troubleshooting (Terminal/Bash knowledge is a plus)
• Experience with tools like ProcMon and Process Explorer is beneficial
• Experience configuring antivirus products and troubleshooting their interactions with other software
• Familiarity with system configuration and management tools such as GPO, RMMs, and SCCM; scripting knowledge is a plus

Pay Range and Compensation Package:

• Compensation Range: $50,000 to $65,000 base plus bonus and equity
• For this position, candidates must be located in the Eastern Time Zone

Benefits & Perks:

• 100% remote work environment
• Generous paid time off including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Comprehensive medical, dental, and vision insurance plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and disability insurance plans
• Stock options for full-time employees
• One-time $500 reimbursement for home office setup or upgrade

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.