200+ applicants

Company

1Password · 2 days ago

Customer Support Technical Representative - Extended Services

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 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.

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.

Cloud platformsIdentity platform providersWeb Service integrationsNetworking conceptsScripting abilityUNIX/LinuxWindows platformsTroubleshooting toolsContainerized applications1Password product experienceTechnology space experienceCLIEvents APISingle Sign On (SSO)SSH ToolsSCIMSecrets Automation

Required

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