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 customersGuide customers through troubleshooting and problem-solving stepsAssess issues and escalate incidents appropriatelyFollow up with customers to ensure resolution and gather feedbackDeliver exceptional customer service exceeding expectationsSuggest improvements to internal and external documentationContinuously enhance knowledge of procedures, products, and customer environments Requirements:Adaptability to fast-changing environments typical of rapidly growing companiesStrong collaboration skills to work effectively as part of a teamDisciplined with systematic problem-solving abilitiesPractical experience supporting Microsoft Windows operating systems, including familiarity with services and registryPractical experience with macOS, including directory structures and common troubleshooting (Terminal/Bash knowledge is a plus)Experience with tools like ProcMon and Process Explorer is beneficialExperience configuring antivirus products and troubleshooting their interactions with other softwareFamiliarity 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 equityFor this position, candidates must be located in the Eastern Time Zone Benefits & Perks:100% remote work environmentGenerous paid time off including vacation, sick time, and paid holidays12 weeks of paid parental leaveComprehensive medical, dental, and vision insurance plans401(k) with a 5% contribution regardless of employee contributionLife and disability insurance plansStock options for full-time employeesOne-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.