Customer Support Technical Representative - Core

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 Technical Representative for the Core 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 core offering. 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
• 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
• 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
• 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:
• 1Password for Mac: Uses macOS utilities as part of the diagnostic process to identify and troubleshoot novel issues, performance concerns and uninstallation issues.
• 1Password for iOS: Comfortable using Xcode to simulate 1Password for iOS as part of the troubleshooting process.
• 1Password for Windows: 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.
• 1Password in the Browser: Can troubleshoot and resolve extension deployment questions beyond available documentation. Interpret console logs and diagnostic reports to effectively troubleshoot SLS slowness and failures.
• 1Password for Linux: Comfortable exploring developer documentation for supported distributions in order to virtualise an affected customer’s environment including desktop managers to reproduce and troubleshoot issues.
• 1Password for Android: Understands the biometric class differences and how they impact 1Password. Familiar with logcat, effective use of the tool when appropriate.

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.

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 [email protected] 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.