Customer Support Technical Representative

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 the UK. The starting hours for this role will be as early as 6am GMT/UTC 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, and 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 and comfortable parsing/filtering API responses with jq.
• SSO – Can set-up and configure SSO unlock for 1Password accounts using fully supported IdPs and 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 and can deploy Connect servers in supported cloud environments with all supported deployment methods.

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:

> 👶 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