Windows Support Engineer

Remote, Sydney, NSW, Australia, Melbourne, VIC, Australia • $60k - $85k

Huntress Labs


Role Locations

  • Remote
  • Sydney, NSW, Australia
  • Melbourne, VIC, Australia

Compensation

$60k - $85k

Employees

51 - 100 people

Address

6021 University Blvd Ste 450
Ellicott City, MD, 21043, US

Tech Stack

  • Ruby on Rails
  • Stimulus
  • HAML
  • PostgreSQL
  • Redis
  • AWS
  • Git
  • Go
  • Python

Role Description

About Huntress

Hackers are constantly evolving, exploiting new vulnerabilities, and dwelling in small business environments—until they meet Huntress.

Huntress enables our partners to find and stop hidden threats that sneak past preventive security tools. Founded by former NSA Cyber Operators—and backed by a team of ThreatOps researchers—we help our partners protect their SMB clients and take the fight directly to hackers.

The Role:

The Product Support Specialist will have a key role interacting with our customers and will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver world class support as we grow. This is a customer-facing role and will be the first and primary point of contact for technical support.

Please note we are planning to extend our support hours with this position. We are looking for someone that can work 8AM to 5PM AEST.

Responsibilities:

Assist customers through problem-solving processes and provide assistance via email and chat support. Write customer facing documentation such as knowledge base articles. Provide support to our partners and convey resolutions to customers. Analyze information and evaluate results to choose the best customer solution(s) and resolve problems. Assess customer issues and properly escalate incidents as needed. Follow up with customers, provide feedback, and see problems through to resolution. Develop training materials and procedures to help mentor team members. Continually grow your knowledge of internal procedures, the Huntress product, and customer environments. Develop cooperative working relationships with others, and maintain them over time.

Requirements:

4 years of technical experience administering Microsoft Windows 2 years of prior experience in a technical troubleshooting role using tools such as ProcMon and Process Explorer Powershell Scripting (intermediate level) with experience making minor modifications in a corporate environment Experience configuring antivirus products and troubleshooting interactions between these products and specialty software. Working knowledge with system configuration/management tools such as GPO, RMMs and SCCM; scripting these tools is a plus. 2 years of experience in a Customer facing role where it was required to explain complex issues to technical and non technical customers. Bachelor’s degree in a technical field or equivalent experience Isn’t afraid to pick up the phone to help solve a problem. Is excited to join a growing team and contribute to the growth of the company. Has a strong desire to keep the world safe from cyber criminals.

Ideal/Preferred Qualifications:

Prior experience working for an MSP macOS support experience Two or more software languages

What We Offer:

100% remote work environment Generous paid time off policy including vacation, sick time, and paid holidays Twelve weeks paid parental leave Medical, dental, and vision benefits Stock options for all full-time employees 401K Stipend to setup/upgrade home office Education assistance reimbursement Mobile phone reimbursement

About Huntress Labs

Huntress is a security company building a Managed Security platform to help small and midsize businesses improve their security with tools that better fit their needs, workflows, and budgets. We capture data from our customers endpoints looking for attacker footholds or any other security issues their other tools may have missed. We then process this data to find known-good applications and sift through the remaining applications to answer the question does this belong here? rather than is this malicious?. Our custom algorithms (no neural-nets here) are designed to trigger on unique indicators that allow us to differentiate between legitimate and suspicious/malicious applications. When we find something malicious, we send an alert to our customer with detailed step-by-step remediation playbooks and give our customers the ability to approve the remediations before we automatically execute them on the endpoint.

Company Culture

We value transparency and fairness. This extends to our customers where we clearly explain why we've made business decisions, what our product does, and how we do it without misrepresenting the facts. We form partnerships with our customers rather than simply monetary transactions and it shows in the feedback and reviews we receive.

As an early-stage startup (is 4.5 years still considered early?) we're scrappy when we need to be. Whether it's doing things that don't scale (putting in extra effort to help a customer devastated by ransomware) or staying in a 3 bedroom time-share for a week rather than at the conference hotel for 10x the cost, we find ways to make a big impact without breaking the budget. We believe that keeping the customers best interests in mind we can continue to build trust and respect with our customers, which allows the product and company to speak for itself.

Even though most of our employees work remotely, we have a very collaborative culture which helps to offset any feelings of isolation. We are a remote-first culture and routinely jump on video calls to work together to discuss features, code review, pair program, or when we have something we want to show off.

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