Job Description

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_ [email protected] _. 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.