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Product Support Manager

1 month ago

Columbia, United States Huntress Full time
Job DescriptionJob Description

Reports to: Senior Director of Global Support

Location: Remote Australia

Compensation Range: $135,000 AUD to $150,000 AUD base plus bonus and equity

What We Do:

Founded in 2015 as a fully remote company 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, which is why Huntress focuses on protecting those small to midsize businesses that make up the backbone of our economy.

Huntress stops hidden threats that sneak past preventive security tools by utilizing our award-winning security platform and expert human threat hunters through dynamic products, including Managed EDR, MDR for Microsoft 365, and Managed Security Awareness Training.

Join the hunt and help us stop hackers in their tracks

What You'll Do:

As the support team continues to grow here at Huntress, we've identified the need for an individual to help grow and develop this team while maintaining the outstanding customer service standards we have set 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 team's key metrics, operating procedures, and overall performance
  • 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 to continuously improve 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
  • Excellent communication skills via Zoom, Slack, etc. with the ability to effectively communicate both synchronously and asynchronously
  • Experience building out teams

What We Offer:

  • Fully remote work
  • 1-2 trips to the US annually for events such as Sales Kick-Off and Summer Summit
  • New starter home office set up reimbursement ($731 AUD)
  • Generous personal leave entitlements
  • Digital monthly reimbursement ($169 AUD)
  • Superannuation
  • Healthcare Benefits
  • Access to the BetterUp platform for coaching, personal, and professional growth

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 come to work every day just as they are.

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.

People from all culturally diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply.

We do discriminate against hackers who try to exploit small businesses.

Accommodations:

If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response.

If you have questions about your personal data privacy at Huntress, please visit our privacy page.