We all have important information we need to manage, and protecting it should be easy. Over 100,000 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.
In our Customer Experience Team, the Customer Service Representative is dedicated to ensuring new and existing customers are equipped to use 1Password confidently, and get help when they need it most.
We’re looking for a Sr Technical Representative to join the Technical CX team at 1Password. In this role, you will help resolve escalated and complex issues, ranging from complex Linux performance issues, to delivering custom integration environment solutions. Using your experience and knowledge, you will collaborate with colleagues, performing RCA to deliver solutions to our customers around the world.
This is a remote opportunity within Canada and the US.
\n- 5+ years of related experience
- Strong verbal and written communication skills, attention to detail, and multi-tasking
- Advanced working knowledge of browsers, rendering engines and web tech
- Demonstrated experience working with cloud platforms, identity platform providers, and adjacent services (e.g AWS, Okta, Docker, Kubernetes, etc.)
- Working knowledge of technologies that impact 1Password products and solutions including SIEM platforms, platform specific APIs, proxy support, networking, etc.
- Preferred: previous experience with the 1Password product
- Preferred: Experience working for an organization in the technology space
- Customer Focus - Interpret customer requests for technical assistance across our contact channels (phone, email, live chat and remote sessions) 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 – Troubleshoot and resolve Level 3 customer tickets and escalate appropriately when necessary with the proper documentation. Effectively provides tailored solutions catering to the technical competency of the customer.
- Delivery & KPIs -Works with the team to meet SLAs and key internal customer service metrics as monitored by Leadership Team; leverages metrics to understand performance, adjust behaviors and identify where additional support is needed for personal improvement
- Leveraging Resources- Proactively look for opportunities to improve internal resources and make update requests where required
- System Capability - Navigate systems and tools including but not limited to Cerb, Slack, Gitlab, etc, to continually build a knowledge base to provide excellent customer support. This is achieved by using technical knowledge and experience.
- Product Knowledge - Advanced to expert knowledge of the technical applications of 1Password, experienced working with deployment processes for initial installation of all services, across our range of products. Comfortable troubleshooting and delivering solutions to our most complex issues.
- Collaboration - Cultivate robust internal collaborations by engaging in effective information exchange with peers, immediate supervisors and project leaders. Regularly engages with engineering teams to expedite and escalate customer issues to resolution.
USA-based roles only: The Annual base salary for this role is between $97,000 USD and $131,000 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 $86,000 CAD and $116,000 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 DEI&B programs and ERGs
> 🏠 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.
Candidate Privacy Notice
When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.
Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [dpo@1password.com].
When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [dpo@1password.com] or through 1Password Support.