Product Support Specialist (Cybersecurity)

TL;DR

Product Support Specialist (Cybersecurity): Providing technical support and problem-solving for enterprise-grade cybersecurity products with an accent on Windows and macOS system internals. Focus on resolving complex customer inquiries, managing incident escalations, and optimizing internal technical documentation.

Location: Remote (Must be based in the Pacific Time Zone, USA)

Salary: $50,000 – $65,000 base plus bonus and equity

Company

A remote-first cybersecurity company founded by former NSA operators, focused on making enterprise-grade security accessible to businesses of all sizes.

What you will do

• Provide initial partner support and deliver technical resolutions to customers.
• Guide customers through complex problem-solving processes.
• Assess technical issues and escalate incidents to the appropriate teams.
• Follow up on problems to ensure complete and satisfactory resolution.
• Recommend and implement improvements to internal and customer-facing documentation.
• Develop deep expertise in the hirify.global product suite and varied customer environments.

Requirements

• Must be located in the Pacific Time Zone (USA).
• Practical experience supporting Microsoft Windows OS, including services and the registry.
• Practical experience with macOS directory structures and services.
• Proven ability to troubleshoot common system and application issues.
• Familiarity with system configuration tools such as GPO, RMMs, and SCCM.
• Disciplined approach to systematic problem-solving and a collaborative mindset.

Nice to have

• Knowledge of Terminal and Bash for macOS.
• Experience using tools like ProcMon and Process Explorer.
• Experience configuring antivirus products and troubleshooting software interactions.
• Ability to script system management tools.

Culture & Benefits

• 100% remote work environment since 2015.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) with a 5% company contribution regardless of employee contribution.
• Stock options provided to all full-time employees.
• Generous PTO, including sick time and 12 weeks of paid parental leave.
• Professional development allowance and a one-time $500 home office reimbursement.