Senior Manager, Product Support

Reports to: Vice President, Global 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: 

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:  

• 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

• 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

• 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

• 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 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.