Reports to: Senior Manager, Product Support Location: Remote Australia What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: This is an entry-level role where you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team. To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills and a solid understanding of cybersecurity. Responsibilities: - Provide exceptional customer support via phone, email, and chat - Address partner security concerns with timely and informative responses - Ensure partner understanding by breaking down complex SOC concepts and actions into digestible information - Lead calls with partners, facilitating communication and collaboration with the SOC team - Troubleshoot product issues and provide support for other product-related requests as needed - Collaborate effectively with internal teams to ensure customer satisfaction - Advocate for partner needs and provide feedback to the relevant internal teams - Contribute to the development of knowledge base articles and other support resources What You Bring To The Team: - Demonstrated passion for cybersecurity with a commitment to continuous learning and development in the field - Exceptional communication and interpersonal skills - Remain calm and empathetic when supporting partners through security incidents. - Strong ability to prioritize daily tasks - Enthusiasm for working collaboratively and making a meaningful contribution to a successful team - Embraces change and excels in evolving environments - Not afraid to ask questions - Strong self-awareness and the ability to work independently - MSP or Help Desk Experience - Microsoft 365/Entra Experience - Basic understanding of Networking - Basic understanding of SIEM tooling 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.

• Guide hoteliers on navigating the Exely Solutions effectively (provide activation and training about our solutions to ensure smooth onboarding of hoteliers) • Offer strong and timely support by addressing hoteliers queries through calls and emails in a polite way (e.g., assisting with settings, checking parameters & new options suitable) • Manage hoteliers feedback and escalate it to the relevant department in order to provide personalized guidance and improve company processes • Ensure our solutions are functioning accurately on the hotelier's end and oversee the timely resolution of hoteliers requests in case of issues.

Role Description As a Customer Support Specialist, reporting to the Director of Customer Success, you will support customers utilizing the ember platform and in-vehicle devices. You will work closely with customers across multiple communication channels including our support portal, email, and other emerging channels, to investigate, troubleshoot, and resolve technical and operational issues. This role requires a strong communicator and problem solver who thrives in a fast-paced environment and is passionate about delivering a world-class customer experience. Day-to-Day Responsibilities - Respond to customer issues and inquiries based on priority and impact - Troubleshoot software, hardware, payment, and operational issues related to ember devices - Maintain accurate ticket and case documentation, including troubleshooting and resolution steps - Escalate complex issues to development or technical teams as appropriate - Create and maintain internal and customer-facing knowledge base articles and documentation - Collaborate cross-functionally with support, operations, product, and dev teams - Assist with device staging, logistics, and operational support when required Qualifications - Strong verbal and written communication skills in both English and French - Excellent problem-solving and troubleshooting abilities - Organized with strong attention to detail - Ability to prioritize tasks and manage time effectively - Comfortable with learning new technologies and systems - Customer-focused mindset with a positive and professional attitude - Experience with customer support, helpdesk, or ticketing systems is considered an asset - Familiarity with Stripe, Android tablets, or mobile device management platforms is considered an asset - Ability to adapt and contribute in a fast-paced environment

• Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation • Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures • Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives • Develop and execute action plans to improve customer experience, operational performance, and team effectiveness • Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes • Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences • Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs • Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs • Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges • Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans • Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives • Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations • Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery • Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action • Regularly communicate operational results, challenges, and action plans to leadership