Customer Support Technical Representative

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Requirements:

• 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 containerized 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.

Responsibilities:

• 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.
• 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.