Training Support Specialist - Pacific or Mountain Timezone

Reports to: Manager of Support

Location: Remote US

Compensation: $60,000 - $70,000 base plus Bonus and Equity 

*The individual for this role must be located in the Pacific or Mountain Timezone*

What We Do:

Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference.

Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service.

We protect 3M+ endpoints and 1M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.

What You’ll Do:

As a Training Support Specialist, you will be responsible for delivering curriculum to the support team. You will be a resource for the team through formal and informal training, leading internal onboarding, creating courses in our SAT offering, and helping to maintain both our internal and external knowledge bases, all with the goal of leveling up our team’s product knowledge, troubleshooting capabilities, and communication skills. In service of this, you will need to be proficient in all Huntress products, and will work within our team to ensure support is aware of new and updated features, campaigns, and initiatives.

Responsibilities: 

• Assist the Training Lead in planning, designing, scheduling, and delivering training that levels up the team’s technical skill in regard to product features and best practices 
• Identify individual and team skills gaps and deliver training programs to address those skill gaps
• Measure the effectiveness of training sessions, including preparing individual or team progress reports
• Maintain updated records of training curriculum, material, and learning transcripts. 
• Serve as point of contact during onboarding of support new hires
• Fulfill all support training KPIs
• Create and maintain knowledge base articles, SOPs, guides, and other materials
• Act as a resource for team members writing or editing knowledge content
• Ability to work on your own initiatives with high attention to detail
• Flexible mindset and willingness to accommodate and support changing priorities in a growing company
• Work up to 10% of your time on off hours, in order to support our global teams
• Collaborate with subject matter experts to ensure the accuracy and relevance of training content
• Assist leadership with ticket Quality Assurance, both to identify knowledge gaps and to stay up on current ticket trends
• Assist in the ticket queue on an as-needed basis

What You Bring To The Team:   

• Proven technical support/customer support skills
• Self-motivated individual who can work independently and with a team
• Strong presentation and facilitation skills, with the ability to engage and educate diverse audiences virtually
• A passion for continuous learning and the ability to quickly grasp new technical information
• Excellent written and verbal communication skills, capable of explaining complex technical concepts clearly and concisely
• Familiarity with an LMS is a plus

What We Offer: 

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans 
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees 
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance 
• $75 USD/month digital reimbursement
• 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.  

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.

#BI-Remote