Senior Manager, Product Support

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
• Analy