200+ applicants

Company

1Password · 6 hours ago

Customer Support Technical Representative - Core

United States

Full-time

Remote

Entry, Mid Level

$77K/yr - $104K/yr

2+ years exp

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Cyber SecurityInformation Technology

Comp. & BenefitsU.S. Citizen Only

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Responsibilities

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

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.

Uses macOS utilities as part of the diagnostic process to identify and troubleshoot novel issues, performance concerns and uninstallation issues.

Comfortable using Xcode to simulate 1Password for iOS as part of the troubleshooting process.

Capable of troubleshooting issues preventing the running or deployment of the app beyond public facing documentation.

Troubleshoots issues where the 1Password app update or installation has failed on the customer machine.

Can troubleshoot and resolve extension deployment questions beyond available documentation.

Interpret console logs and diagnostic reports to effectively troubleshoot SLS slowness and failures.

Comfortable exploring developer documentation for supported distributions in order to virtualise an affected customer’s environment including desktop managers to reproduce and troubleshoot issues.

Understands the biometric class differences and how they impact 1Password.

Familiar with logcat, effective use of the tool when appropriate.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportUNIX/LINUXWindows PlatformsNetworking ConceptsScripting AbilityVirtualization Concepts1Password Product KnowledgeVPNsDeveloper ToolsSIEM PlatformsGitlab IssuesXcodeLogcatCustomer Focus

Required

2-3 years related work experience

Advanced understanding of technologies that impact 1Password products and solutions including developer tools, SIEM platforms, network proxies, VPNs, etc.

Familiar with virtualization and provisioning concepts

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

Hands on experience with UNIX/LINUX and Windows based platforms