Customer Support Technical Representative

Summary

Join 1Password as a Customer Support Technical Representative and play a crucial role in helping customers seamlessly integrate 1Password into their organizations. You will leverage your technical background to diagnose and resolve technical issues via email, phone, and remote support sessions. This 9-month remote position in the Netherlands requires excellent communication skills, 2+ years of relevant experience, and proficiency in troubleshooting authentication protocols and cloud platforms. You will support junior colleagues, collaborate with internal stakeholders, and contribute to enhancing internal resources. The role involves shifts between 6:00 am and 9:00 am CET and includes weekend work. This is a remote opportunity.

Requirements

• Have excellent written and spoken communication skills in English, with the ability to engage and share information effectively
• Have 2+ years of experience in a customer-facing technical role or similar, ideally supporting IDaaS/IAM, cloud platforms, SIEM, or developer workflows in the SaaS space
• Possess strong problem-solving skills and the ability to clearly communicate technical concepts to diverse audiences with attention to detail
• Be comfortable providing support via phone, email and remote support sessions
• Have a proven ability to troubleshoot authentication protocols, including, OpenID Connect, and OAuth 2.0, as well as identity and directory services such as Microsoft Entra ID, Okta, Google Workspace, JumpCloud, OneLogin, Auth0, and Rippling
• Have working proficiency with cloud platforms, including AWS, Azure, Google Cloud, and DigitalOcean, as well as containerized environments such as Docker and Kubernetes
• Have an understanding of networking fundamentals, including DNS, TCP/IP, and ports, with experience using diagnostic tools such as dig, IP lookup, and port scanning techniques
• Have experience working with REST APIs, including parsing and filtering API responses using jq
• Have previous experience working with SCIM, SSO and automated provisioning solutions
• Have basic scripting experience, with familiarity in Python, Bash, or PowerShell
• Have knowledge of SIEM platforms such as Splunk and Datadog, along with an understanding of security best practices
• Have hands-on experience with Linux and Windows platforms, including command-line tools
• Have basic familiarity with SSH tools, including configuring SSH agent integration and managing OS-specific SSH configurations
• Have an understanding of Conditional Access management policies and enterprise security frameworks

Responsibilities

• Diagnose, troubleshoot and deliver effective solutions through email, phone and Zoom support sessions
• Refine service delivery by relaying feedback, bugs and product feature requests to our internal teams and stakeholders
• Proactively escalate high-impact issues and emergent trends, particularly those affecting key enterprise customers ensuring rapid resolution and cross-functional collaboration
• Maintain a high level of productivity by efficiently managing technical cases, prioritizing impact-driven solutions, and ensuring timely, high-quality support for customers
• Monitor incoming ticket volumes and escalations, triaging and escalating cases to L3 as appropriate
• Leverage internal technical resources to expedite issue resolution, while enhancing this shared resource by contributing novel findings and creating new documentation
• Collaborate closely with peers on complex cases, and take on a mentorship role for junior colleagues to support their continuing development
• Maintain a growth mindset, continuously expanding your technical expertise by engaging with new technologies, industry developments, and internal training opportunities
• Provide customers with high level guidance on CLI solutions, such as parsing with jq and chaining multiple commands
• Provide guidance on service accounts, shell integration and proprietary commands, such as op inject, op run and their applicable use cases
• Using documentation, implement API integrations with Splunk and Datadog
• Be comfortable parsing and filtering API responses in the course of your work
• Create and configure SSO unlock for 1Password accounts using supported IdPs, and troubleshoot SSO issues using Kibana
• Support standard SCIM configurations with supported external IdPs, using cloud-based deployment methods
• Be familiar with the supported SDKs for Connect SDK, deploying Connect servers in cloud environments using all of our supported deployment methods

Preferred Qualifications

Proficiency in other languages is an asset!

Benefits

• Maternity and parental leave top-up programs
• Wellness spending allowance
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Company equity for all full-time employees
• Retirement matching program
• Training budget, 1Password University access, and learning sessions
• Free 1Password account (and friends and family discount!)
• Paid volunteer days
• Employee-led DEIB programs and ERGs and ECGs
• Fully remote environment
• Peer-to-peer recognition through Bonusly