Customer Support Technical Representative

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 role will have start times between 06:00am - 09:00am 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 9 months.

What we're looking for:

• Communication (& Language): You have excellent written and spoken communication skills in English, with the ability to engage and share information effectively. English is required, but proficiency in other languages is an asset!
• 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.

What you can expect:

• 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