Hoxhunt in a nutshell

Hoxhunt was founded in 2016 by four visionaries. Today we are a team of 160 amazing people advancing one of the hottest scale-up companies in the human risk management category, with locations in the United States, Finland and the United Kingdom. Hoxhunt is one of the fastest growing software companies in Finland, premiering in the Deloitte Fast 50 rankings for three consecutive years.

Hoxhunt educates employees on how to protect themselves and their employers against malicious cyberattacks. Our core belief is that the best way to do this is through frequent, personalized, and behavior-changing cybersecurity training. We have been featured in CIO Magazine, Forbes, Inc., EU-Startups, and many more publications. We have also been listed as one of the 10 hottest startups to work for in 2019 and developer students’ Top 10 Dream Employer in 2021 in Finland.

Our daily work is guided by 3 core principles:
1. Hungry for feedback
2. Courage to take initiative
3. We succeed together

We hope that you share these values with us and are willing to contribute accordingly.

Senior Technical Support Engineer (US)

Be part of our mission to empower organizations to defend against cyber-attacks 🛡️

Who We Are

At Hoxhunt, we are on a mission to help organizations protect themselves against cyber threats by empowering their people. Our Support team plays a key role in ensuring our customers can rely on our platform, resolving technical issues, and enhancing their experience. Currently, we have a strong team of support engineers in Europe, and now we’re excited to expand our presence in the US by hiring our first Senior Technical Support Engineer.

This role is based out of Minneapolis.

What’s In It for You

• Unique opportunity to be the first US-based technical support specialist in a fast-growing SaaS company.
• Professional growth potential to become a regional support lead as we expand in the US.
• A dynamic work environment, collaborating with teams across Europe and the US to shape customer experience.
• Travel opportunity to Finland for onboarding at our Helsinki HQ, learning from our talented global team.

What You’ll Be Doing

• Provide technical support through email and troubleshooting calls, focusing on product support for our own platform, email technologies (M365, Google Workspace) and identity provider services (Microsoft Entra, Okta).
• Be the first point of contact for US-based customers, resolving technical issues and ensuring satisfaction.
• Collaborate with global teams, sharing insights and contributing to process and product improvements.
• Use your knowledge and skills to troubleshoot complex issues, suggest solutions, and ensure smooth product functionality.

What Success Looks Like in This Role

• You have smoothly integrated into the global support team and are the go-to person for US customer issues.
• You are consistently meeting our KPIs (e.g., customer satisfaction, resolution time)
• You have gained in-depth knowledge of Hoxhunt’s products, customers, and the technical support processes, and have begun leading key initiatives in the US.

This Is Where We’re a Match

Must-Haves

• 3-5 years of experience in technical support solving complex issues (Tier 2, 3)
• Strong problem-solving skills with an analytical mindset.
• Excellent communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
• Self-driven, able to work independently as the first US-based support specialist, while collaborating with a global team.
• A passion for customer service and a dedication to resolving issues efficiently.

Nice-to-Haves

• Familiarity with support ticketing systems and troubleshooting tools.
• Experience working with email technologies and identity provider services.
• Experience working in a SaaS environment or within the cybersecurity industry.

First 90 Days at Hoxhunt

• First two weeks: Travel to Finland! You’ll be onboarded at our Helsinki HQ to meet the team, learn the tools and processes, and understand our product inside-out.
• First 30 days: Handle basic support tickets under guidance, participate in team meetings, and provide feedback on your onboarding experience.
• First 60 days: Start independently resolving more complex support tickets, conduct troubleshooting calls, and suggest process improvements.
• First 90 days: Lead critical support cases and begin to shape the US-based support strategy, preparing for future leadership.

Perks and Benefits

• Opportunity to be a pioneer in the US, shaping the role and future of the support team.
• Growth opportunities to move into a regional leadership role as the team expands.
• Hybrid work model with weekly office visits
• A fast-paced, global environment where your contributions directly impact customer success.

Our Process

Our recruitment process is:

1. Interview with our Talent Acquisition (30 min remote)
2. Interview with our Hiring Manager (45 min remote)
3. Technical Interview (60 min remote)
4. Panel interview (60 min on-site)

Ready to Join Us?
If you’re excited about becoming the first US-based member of our growing support team and helping shape the future of customer experience at Hoxhunt, we’d love to hear from you. Apply now!

Department

Tech

Role

IT & Security

Locations

Minneapolis

Remote status

Hybrid

Employment type

Full-time

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