CS Technical Representative (Core)

1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth.

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

As a CS Technical Representative, your role is to troubleshoot Tier 2 issues escalated from Tier 1 Technical Support. You will be responsible for first-level escalation within the Technical Support team. In this role, you will resolve complex, and some novel reliability issues across the 1Password product offering, ranging from app installation issues on Windows to 1Password SCIM bridge deployment queries.

You are equipped with the competencies required to comfortably deal with more complex issues in your primary area of support; alongside this, you have developed competencies to Level A standard in additional area(s) of support. 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 role will have start times between 07:00am - 08:00am CET and includes weekend shifts, with schedules such as Tuesday to Saturday or Sunday to Thursday.

This is a remote opportunity within the Netherlands for a term of 1 year.

General:

• Communication (& Language): You have excellent written and spoken communication skills in English, with the ability to engage and share information effectively

• Ability to Reproduce, diagnose, and deliver solutions for escalated Tier 2 Technical queries across your primary area of support. (Core: OPMac, OPWindows, OPiOS, OPAndroid, OPLinux).

• Resolve Tier 1 CRM volumes when required.

• Comfortable taking on customer calls in order to better understand and scope their issue.

• Maintain a working knowledge of currently known issues and their respective workarounds, can provide these to affected customers. Guide junior colleagues to the correct answer or guidance when required.

• Intermediate knowledge of our CS stack, such as the use of environment variable controls to collect additional logging as part of troubleshooting. Comfortable using tools such as Kibana and DataDog.

• Follows established workflows and adheres to performance expectations.

• Possess a complete understanding of 1Password's product feature offering from a usability perspective; and how our customers deploy and use them across our range of supported operating systems and browsers.

• Address questions related to the functionality of our apps (i.e feature requests).

• Collaborates with peers across the CS org, both within the technical team, and provides usability guidance for CS-Service.

• Supports junior colleagues with their Tier 1 questions on Slack.

• Effectively escalates open queries to Tier 3 when appropriate, using internal notes to streamline handoff.

• Creates internal documentation for common questions or guides.
  

Core Products:

• Familiarity with all officially supported desktop browsers in the market and their compatibility with 1Password in the browser.

• Well developed of the file structures, system settings, permissions of at least one supported operating system. Working knowledge of the file structures, system settings, permissions of all other supported operating systems and how they impact 1Password.

• Comfortable using machine virtualisation to install, set up and troubleshoot 1Password on Windows, Linux and Mac.

• Can execute both predefined and undocumented commands in a terminal environment to surface diagnostic information as part of troubleshooting process; such as: Network environment, running processes.

• Can troubleshoot issues related to installation/update failures, offline statuses in the desktop apps.

• Uses basic networking principles to troubleshoot connection issues with 1Password.

• OPMac:

  • Uses MacOS utilities, i.e activity monitor, as part of the diagnostic process to identify and troubleshoot novel issues, performance concerns and uninstallation issues.

  • Can articulate the different locations OPM8 saves information in the OS directory and what different folders and files are for (e.g 1password.sqlite, settings folder, etc).

  • Able to set up basic MDM profiles for troubleshooting customer issues.

• OPiOS:

  • Comfortable using xcode to emulate OPI as part of the troubleshooting process.

  • Able to set up basic MDM profiles for troubleshooting customer issues.

• OPWindows:

  • Proficient at troubleshooting TPM faults at the system authentication level preventing integration with OPW.

  • Capable of troubleshooting Group Policy Objects and registry 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. Understands the potential impact that antivirus and antimalware have to the installation and connectivity of the 1Password app.

• b5x:

  • Comfort troubleshooting consumer integrations, such as brex, privacy.com and fastmail.

  • Can troubleshoot and provide solutions to Extension deployment questions beyond available documentation.

  • Interpret Console Log emits and desktop Diagnostic Reports to effectively troubleshoot SLS slowness and failures.

  • Troubleshoot passkey issues escalated from CS-Service to confirm whether root cause lies with 1Password, or the website’s chosen passkey implementation method or support.

• OPLinux:

  • Comfortable exploring developer documentation for supported distributions in order to virtualise an affected customer’s environment to reproduce and troubleshoot issues. Provides ‘best effort’ support for unsupported distributions.

  • Proficient troubleshooting display/desktop manager issues.

• OPAndroid:

  • Understands the biometric class differences and how they impact 1Password. Can troubleshoot effectively to suggest solutions for customers.

  • Familiar with logcat, effective use of the tool when appropriate.

Our culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work

We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. 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.

What we offer

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing

👶 Maternity and parental leave top-up programs

🩺 Competitive health benefits

🏝 Generous PTO policy

Growth and future

📈 RSU program for most employees

💸 Retirement matching program

🔑 Free 1Password account

Community

🤝 Paid volunteer days

🏆 Peer-to-peer recognition through Bonusly

🌎 Remote-first work environment

*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

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.

This posting is for an existing vacancy.

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