Customer Support Technical Representative - Extended Services
Passage
IT, Customer Service
United States · Canada · Remote
Posted on Oct 18, 2024
About 1Password:
We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
As a CX Technical Representative for the Extended Services team, your role is to troubleshoot Tier 2 issues affecting our customers. These issues could include first-level escalations from within our team, more complex reliability issues, and sometimes novel issues from 1Password’s Extended Services, ranging from troubleshooting our CI/CD integrations to handling queries related to Extended Access Management. This role is within our Customer Experience Team, or as we like to call it at 1Password: "CX"!
You are equipped with the competencies required to comfortably deal with these more complex issues in a few primary areas of support; alongside this, you have developed competencies to support Tier 1 issues for all of our Extended Services. You contribute in the Tier 2 and Tier 1 spaces respectively, and take on more of a supportive role for your junior colleagues when required.
This is a remote opportunity within Canada and the US, Pacific Time zone preferred. The starting hours for this role will be between 2pm-4pm PST and Includes weekend shifts, i.e. Tuesday to Saturday, Sunday to Thursday.
What we're looking for:
- 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
- Preferred: previous experience with the 1Password product
- Preferred: experience working for an organization in the technology space
What you can expect:
- Deliverables & KPIs:
- Customer Focus - 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.
- Problem Solving - 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).
- Zoom Support - Comfortable giving support calls for up to tier 2 issues when required to more quickly resolve customer questions/issues.
- System Capability - 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.
- Ticket Queue Monitoring - 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.
- Productivity Expectations - Follows established workflows and adheres to performance expectations for your level in the Extended Services team.
- Customer Advocacy - 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.
- Mentorship and Collaboration - 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.
- Product Knowledge:
- CLI:
- Can 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.
- Knowledge with using CLI and service accounts, shell integration, op inject, op run, and common use cases.
- Events API:
- Able to implement Events API integration with Splunk and DataDog following documentation.
- Comfortable parsing/filtering API responses with jq.
- SSO:
- Can set-up and configure SSO unlock for 1Password accounts using fully supported IdPs.
- Troubleshoot SSO reliability issues using Kibana.
- SSH Tools:
- Can set-up and configure standard SSH agent integration using OPH and OS specific configurations.
- SCIM:
- Support standard SCIM configurations with our supported external Identity Providers (IdPs) using supported deployment methods in cloud environments.
- Secrets Automation:
- Usability knowledge regarding supported SDKs for Connect SDK.
- Can deploy Connect servers in supported cloud environments with all supported deployment methods.
USA-based roles only: The Annual base salary for this role is between $77,000 USD and $104,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The Annual base salary for this role is between $70,000 CAD and $94,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
We believe in the power of remote work, but we also recognize that in-person connection is sometimes important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. Frequency will depend on role and responsibilities, and may include, but is not limited to, annual department-wide offsites, team meetings, and customer/industry events. These events will typically be held in varying locations across Canada and the US.
What we offer:
We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
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
Growth and future
> 📈 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!)
Flexibility and community
> 🤝 Paid volunteer days
> 🌎 Employee-led DEIB programs and ERGs and ECGs
> 🏠 Fully remote environment
> 🏆 Peer-to-peer recognition through Bonusly
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.