Remote Customer Support Technical Representative, Extended Services

Summary

Join the Extended Services team at 1Password as a CX Technical Representative to troubleshoot Tier 2 issues affecting customers, utilizing competencies in cloud platforms, identity platform providers, and adjacent services.

Requirements

• 2-3 years related work experience
• Working knowledge of cloud platforms, identity platform providers, and adjacent services (e.g AWS, Okta, Docker, Kubernetes, etc.)
• Advanced understanding of technologies that impact 1Password products and solutions including developer tools, SIEM platforms, network proxies, VPNs, etc
• Advanced knowledge of Web Service integrations using REST API
• Familiar with virtualization and provisioning concepts
• Understands cloud infrastructure and has experience deploying containerized applications on cloud platforms
• Knowledge of networking concepts like DNS, TCP/IP ports, etc. Experience with troubleshooting tools like dig, IP address lookup, checking ports, etc
• Basic scripting ability and has experience in a broad range of programming languages
• Hands on experience with UNIX/LINUX and Windows based platforms

Responsibilities

• Troubleshoot Tier 2 issues affecting our customers
• Interpret customer requests for technical assistance and address needs effectively and accurately, while maintaining an empathetic, positive, and professional attitude towards the customer at all times
• Effectively communicate technical issues to customers, surfacing information readily available through support documentation both internally and externally
• Reproduce, diagnose and resolve routine tier 2 queries across your primary areas of support for our Extended Services: 1Password CLI, Events API, Single Sign On (SSO), SSH Tools, Automated Provisioning, Secrets Automation, and Extended Access Management (XAM)
• Comfortable giving support calls for up to tier 2 issues when required to more quickly resolve customer questions/issues
• Efficiently navigate and utilize internal CX tech stack and customer management systems, in the context of a Technical Rep. Organize and capture knowledge for collaboration and knowledge sharing with the Extended Services team
• Triage incoming new tickets or escalations from CX Service and Technical - Core teams. Assess whether the escalation’s root cause is one of our integrations and liaise with the Core team as needed. Escalates Extended Services’ tickets to a higher tier as required
• Follows established workflows and adheres to performance expectations for your level in the Extended Services team
• Where appropriate, file new Gitlab issues for up to tier 2 tickets and feature requests, on behalf of customers for the attention of internal teams. Further, stay up to date with ongoing issues and provide customers with workarounds, where possible
• Is available to answer questions and support junior representatives via Slack, and is involved in CX’s cross-functional Slack channels. Works with senior representatives to create internal troubleshooting documentation for our team when required

Preferred Qualifications

• Previous experience with the 1Password product
• Experience working for an organization in the technology space

Benefits

• Health and wellbeing
• Maternity and parental leave top-up programs
• Wellness spending account
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Employee stock option program 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