Technical Support Tier II Integration

Summary

Join 1Password's Customer Experience team as a Technical Support Tier II - Integration and troubleshoot complex issues affecting our customers. You will handle escalations, reliability problems, and novel issues related to 1Password's Extended Services, including CI/CD integrations and Extended Access Management. This remote UK-based role requires experience with cloud platforms, identity providers, and various technologies. You'll provide Tier 1 and Tier 2 support, mentor junior colleagues, and contribute to internal documentation. The role involves a flexible schedule with early starts and weekend shifts. 1Password offers a comprehensive benefits package including health coverage, parental leave, wellness programs, and professional development opportunities.

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
• Familiarity with virtualization and provisioning concepts
• Understanding of cloud infrastructure and 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 experience in a broad range of programming languages
• Hands-on experience with UNIX/LINUX and Windows based platforms

Responsibilities

• Troubleshoot Tier 2 issues affecting customers, including escalations from within the team and complex reliability issues
• Handle novel issues from 1Password’s Extended Services, ranging from troubleshooting CI/CD integrations to handling queries related to Extended Access Management
• Provide Tier 1 support for all Extended Services
• Support junior colleagues when required
• 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)
• Give 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
• File new Gitlab issues for up to tier 2 tickets and feature requests, on behalf of customers for the attention of internal teams
• Stay up to date with ongoing issues and provide customers with workarounds, where possible
• Answer questions and support junior representatives via Slack
• Be involved in CX’s cross-functional Slack channels
• Work with senior representatives to create internal troubleshooting documentation for our team when required
• Set-up 1Password CLI with SLS OPH integration, provide high level guidance on advanced CLI solutions such as parsing with jq and chaining multiple CLI commands, and knowledge with using CLI and service accounts, shell integration, op inject, op run, and common use cases
• Implement Events API integration with Splunk and DataDog following documentation and comfortable parsing/filtering API responses with jq
• Set-up and configure SSO unlock for 1Password accounts using fully supported IdPs and troubleshoot SSO reliability issues using Kibana
• Set-up and configure standard SSH agent integration using OPH and OS specific configurations
• Support standard SCIM configurations with our supported external Identity Providers (IdPs) using supported deployment methods in cloud environments
• Have usability knowledge regarding supported SDKs for Connect SDK and can deploy Connect servers in supported cloud environments with all supported deployment methods

Preferred Qualifications

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

Benefits

• 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