Customer Support Technical Representative - Extended Services

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.

Reporting to the Manager, CX Technical, the Customer Support Technical Representative role sits within our Customer Experience team and plays a crucial role in helping our customers seamlessly integrate 1Password within their organizations. In this role, you will leverage your relevant technical background and experience, working closely with customers via email, phone and remote support sessions to diagnose and resolve technical issues. You will support junior colleagues by taking ownership of escalations, and collaborate with internal stakeholders, enhancing our internal resources and recording bugs and feature requests. 

Your contributions will directly enhance service delivery by ensuring customer satisfaction, timely issue resolutions, and strengthening our customer relationships. By providing best-in-class support and collaborating with internal teams, you’ll help refine our processes and positively impact the success of our Customer Experience team.

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.

• 2+ years of experience in a customer-facing technical role or similar, ideally supporting IDaaS/IAM, cloud platforms, SIEM, or developer workflows in the SaaS space.
• Strong problem-solving skills and the ability to clearly communicate technical concepts to diverse audiences with attention to detail. 
• Comfort providing support via phone, email and remote support sessions. 
• Proven ability to troubleshoot authentication protocols, including, OpenID Connect, and OAuth 2.0, as well as identity and directory services such as Microsoft Entra ID, Okta, Google Workspace, JumpCloud, OneLogin, Auth0, and Rippling.
• Working proficiency with cloud platforms, including AWS, Azure, Google Cloud, and DigitalOcean, as well as containerised environments such as Docker and Kubernetes.
• Understanding of networking fundamentals, including DNS, TCP/IP, and ports, with experience using diagnostic tools such as dig, IP lookup, and port scanning techniques.
• Experience working with REST APIs, including parsing and filtering API responses using jq.
• Previous experience working with SCIM, SSO and automated provisioning solutions.
• Basic scripting experience, with familiarity in Python, Bash, or PowerShell.
• Knowledge of SIEM platforms such as Splunk and Datadog, along with an understanding of security best practices.
• Hands-on experience with Linux and Windows platforms, including command-line tools.
• Basic familiarity with SSH tools, including configuring SSH agent integration and managing OS-specific SSH configurations.
• Understanding of Conditional Access management policies and enterprise security frameworks.

• Customer Advocacy:
• Deliver the best-in-class customer experience that 1Password is known for, demonstrating empathy, tact and professionalism as you deliver solutions to our global customer base.
• Diagnose, troubleshoot and deliver effective solutions through email, phone and Zoom support sessions.
• Refine service delivery by relaying feedback, bugs and product feature requests to our internal teams and stakeholders. Proactively escalate high-impact issues and emergent trends, particularly those affecting key enterprise customers ensuring rapid resolution and cross-functional collaboration. 

• Service Excellence:
• Maintain a high level of productivity by efficiently managing technical cases, prioritizing impact-driven solutions, and ensuring timely, high-quality support for customers.
• Monitor incoming ticket volumes and escalations, triaging and escalating cases to L3 as appropriate.
• Leverage internal technical resources to expedite issue resolution, while enhancing this shared resource by contributing novel findings and creating new documentation.
• Collaborate closely with peers on complex cases, and take on a mentorship role for junior colleagues to support their continuing development.
• Maintain a growth mindset, continuously expanding your technical expertise by engaging with new technologies, industry developments, and internal training opportunities.

• Product Knowledge:
• CLI: Provide customers with high level guidance on CLI solutions, such as parsing with jq and chaining multiple commands. You will provide guidance on service accounts, shell integration and proprietary commands, such as op inject, op run and their applicable use cases.
• Events API: Using documentation, you will implement API integrations with Splunk and Datadog. You will be comfortable parsing and filtering API responses in the course of your work.
• SSO: You’ll be able to create and configure SSO unlock for 1Password accounts using supported IdPs, and troubleshoot SSO issues using Kibana.
• SSH: You’ll learn how to configure SSH agent integrations with 1Password across multiple operating systems.
• SCIM & Identity Provisioning:  You will support standard SCIM configurations with supported external IdPs, using cloud-based deployment methods.
• Secrets Automation: You’ll be familiar with the supported SDKs for Connect SDK, deploying Connect servers in cloud environments using all of our supported deployment methods.

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.

We believe in the power of remote work, but we also recognize that in-person connection is sometimes important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. Frequency will depend on role and responsibilities, and may include, but is not limited to, annual department-wide offsites, team meetings, and customer/industry events. These events will typically be held in varying locations across Canada and the US.

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 allowance

> 🏝 Generous PTO policy 

> 💖 Company-wide wellness days off scheduled throughout the year 

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

 Growth and future 

> 📈 Company equity 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 nextbit@agilebits.com 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.

1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.