Customer Support Technical Representative

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.