• Identify opportunities emerging from new technologies, AI, data, platform capabilities, or infrastructure shifts • Translate weak signals and technical possibilities into clear product hypotheses • Explore ideas before there is a clear buyer, category, or demand signal • Maintain an exploration backlog with risks, assumptions, and learning goals • Frame experiments around the single riskiest assumption • Define explicit kill criteria before building anything • Choose the right fidelity: prototype, technical spike, wizard-of-oz, or live pilot • Build just enough to learn — never more • Execute scrappy prototypes, MVPs, and pilots with minimal scope • Work closely with Engineering, Design, Data, and GTM during experiments • Ruthlessly protect learning speed and avoid premature optimization • Synthesize results into opinionated recommendations: Scale / Iterate / Kill • Clearly communicate what was tested, what was learned, and what remains unknown • Avoid zombie initiatives — every experiment must end with a decision • Kill your own ideas quickly when evidence is weak • Maintain a visible Lab portfolio: what's being explored, why, and what the signals say • Publish decision memos and learning summaries • Share failed experiments openly when the learning is clear • Use modern AI tools to speed up research, synthesis, prototyping, and experimentation • Selectively launch bold initiatives even when short-term adoption is uncertain • Treat launches as real product bets, not demos • Use launches to test future categories, shape market perception, and signal technical leadership • Be explicit about intent: learning, optionality, or external signaling

Reports to: Vice President, Global Support Location: Remote Australia 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 4M+ endpoints and 7M+ 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: We're looking for a Senior Manager, Product Support to join our Support team. In this pivotal role, you'll lead, mentor, and scale our Product Support function, directly impacting our customer experience and aligning support strategies with our broader company goals. You'll be a key leader within the Customer Experience organisation, collaborating closely with senior leaders across Product, Engineering, and Operations to ensure our support strategies are in sync with product direction and customer needs. You'll manage a team of high-performing support professionals and managers, fostering a culture of inclusion, accountability, and continuous improvement. Responsibilities: Team Development & Leadership - Develop and mentor managers and individual contributors, fostering their career growth - Build an inclusive and welcoming team culture that values diversity, equity, and belonging - Actively model and uphold the company’s leadership and behavioral standards Strategic Leadership - Lead the execution of strategic initiatives across Product Support, ensuring alignment with company initiatives - Act as a stakeholder in defining department direction, offering insights gleaned from customer-facing experiences - Own team-level results, including performance metrics, budgeting, headcount planning, and hiring strategy Cross-Functional Collaboration - Serve as a trusted advisor to your team and cross-functional peers - Collaborate with senior leaders across Product, Engineering, and Customer Experience to influence product roadmaps and service design - Lead large, high-impact, cross-functional initiatives, balancing strategic vision with operational execution Operational Excellence - Ensure the delivery of high-quality support that consistently exceeds customer expectations - Continuously iterate on support operations, tools, and workflows to scale impact and efficiency - Hold teams accountable to customer-centric, data-informed decision-making AI Strategy & Innovation - AI Tool Implementation: Evaluate, deploy, and manage AI-driven support technologies (e.g., automated triaging, AI chatbots, and agent-assist tools) to improve efficiency and reduce time-to-resolution - Prompt Engineering & Optimization: Oversee the refinement of AI responses and knowledge base integrations to ensure high accuracy - AI Performance Analytics: Leverage AI-powered sentiment analysis to identify emerging product issues and customer pain points - Future-Proofing: Stay at the forefront of generative AI trends in the CX space to continuously evolve the support delivery model What You Bring To The Team: - Proven experience managing managers and growing high-performing teams - Demonstrated success in leading strategic, cross-functional initiatives - Analytical, organisational, and budget management skills - Excellent communication and influencing skills across all levels of an organisation - Passion for creating inclusive, values-driven team cultures - Experience in SaaS or tech environments preferred What We Offer: - Fully remote work - At least one annual trip to the US for Summer Summit, with additional local events in Australia! - New starter home office set up reimbursement ($800 AUD) - 12 weeks paid parental leave for both primary and secondary carers - Monthly digital allowance for personal phone and internet costs ($185 AUD) - Monthly home office tech stipend to upgrade or replace equipment ($40 AUD) - Subsidised private health insurance through our preferred provider - Stock options for all full-time employees - 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 businesses of all sizes. 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. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.

• Own and manage the product backlog, ensuring stories are well-defined, prioritized, and aligned with sprint goals • Write epics, user stories, and acceptance criteria that are clear, testable, and customer-centric • Refine non-functional requirements (NFRs) and ensuring acceptance criteria reflects scaling and performance expectations • Conduct regular backlog grooming and sprint planning in collaboration with the Scrum team • Participate in daily standups, sprint reviews, and retrospectives as an active team member • Ensure user stories meet the definition of ready and done before development and release • Collaborate with stakeholders, subject matter experts, and internal teams to gather and refine product requirements • Use AI tools (where applicable) to support the creation of epics, themes, and user stories • Conduct gap analysis and validation of requirements to ensure completeness and feasibility • Support refinement of use cases, workflows, and functional documentation • Serve as the primary point of contact for development teams during sprint execution • Partner with UX/UI designers to ensure user stories are aligned with design principles and usability goals • Support QA teams by clarifying acceptance criteria and reviewing test cases as needed • Participate in production demos and release reviews as needed • Coordinate with other Product Owners to manage interdependencies between features • Participate in stakeholder meetings to capture feature requests, enhancement ideas, and feedback • Communicate updates to internal stakeholders on backlog priorities, delivery timelines, and sprint progress • Track SLO/SLA adherence for features within your scope • Help ensure features delivered meet customer needs and stakeholder expectations • Apply working knowledge of healthcare claims workflows, billing terminology, and reimbursement processes • Support compliance with healthcare regulations (HIPAA, HITECH) in collaboration with internal teams • Assist in translating complex healthcare requirements into understandable product features

• Creates integrated project plans for contract deliverables and new products in development projects. • Manages a project team comprised of a multidisciplinary staff. • Reviews, manages and controls status of projects and budgets; manages schedules and prepares status reports. • Assesses project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives. • Develops mechanisms for monitoring project progress and for intervention and problem-solving with team members and line managers. • Generally reports to a Sr. Product Manager. • Manages the direction of a project through the design, implementation, and testing in accordance with project objectives. • Defines requirements and plans project lifecycle deployment. • Supervises professional and technical support personnel performing in their regular disciplines. • Schedules tasks and coordinates with various team members to accomplish the results. • Manages the integration of vendor tasks and tracks and reviews vendor deliverables. • Ensures adherence to quality standards and reviews project deliverables. • Conducts project meetings and is responsible for project tracking, analysis and reporting.