[Remote] Product Support Specialist- Central

Note: The job is a remote job and is open to candidates in USA. RemoteHunter is connecting candidates with a cybersecurity organization that provides managed cybersecurity products. The Product Support Specialist is responsible for delivering technical support and customer service, serving as the primary contact for product-related inquiries and helping to resolve issues efficiently.

Responsibilities

• Provide initial technical support and communicate resolutions to customers
• Guide customers through troubleshooting and problem-solving steps
• Evaluate customer issues and escalate incidents when necessary
• Follow up to ensure issues are fully resolved and provide feedback
• Deliver excellent customer service exceeding expectations
• Suggest improvements for internal and customer-facing documentation
• Continuously expand knowledge of internal processes, products, and customer environments

Skills

• Adaptability to rapid changes typical in fast-growing companies
• Collaborative approach to teamwork and problem-solving
• Strong discipline and systematic problem-solving skills
• Practical experience supporting Microsoft Windows, including services and registry troubleshooting
• Practical experience with macOS, including directory structures and application troubleshooting (Terminal and Bash knowledge is a plus)
• Familiarity with tools like ProcMon and Process Explorer is advantageous
• Experience configuring antivirus software and troubleshooting compatibility issues
• Knowledge of system configuration tools such as GPO, RMMs, and SCCM; scripting skills are a plus

Benefits

• Fully remote work environment
• Generous paid time off including vacation, sick leave, and holidays
• 12 weeks paid parental leave
• Comprehensive medical, dental, and vision plans
• 401(k) plan with a 5% company contribution regardless of employee contribution
• Life and disability insurance
• Stock options for all full-time employees
• One-time $500 reimbursement for home office setup or upgrades
• Annual education and professional development allowance
• $75 monthly digital reimbursement
• Access to BetterUp coaching platform for personal and professional growth

Company Overview