Integration Support Representative

1 week ago

Remote, Canada 1Password Full time

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._

Integration support is the team responsible for not only empowering the rest of our Go-to-Market team to succeed, but also for providing our customers with assistance with and demonstrations of our more technical products and tools during the discovery phase - the end goal being success for both our customers and your fellow team members.

As an Integration Support Representative, you’ll be working directly with our customers - primarily in a post-sales capacity - to successfully plan and deploy technologies like the 1Password SCIM bridge, 1Password Connect, and our various Secrets Automation plugins; test tools like MDMs, APIs, and command-line scripts; lend a hand to the rest of your team as an escalation point for more technical questions and concerns; and liaise with our developers to address issues our customers are facing.

This is a Remote opportunity within Canada and the US.

**What we're looking for**:

- Excellent writing skills: the ability to clearly communicate technical concepts to both technical and non-technical people.
- ** Weekend availability.** Our customers need help all week long, and we're currently looking for team members who can help on the weekend.
- Understands knowledge of Web Services integrations using REST API
- Understands scripting and has experience in a broad range of programming languages
- Understands knowledge of virtualization and provisioning
- Knows and used UNIX/LINUX platforms
- Has a broader understanding of 1Password in general and how to use it.
- Ability to understand and identify key issues raised by customers
- Recognizes common problems and their solutions.
- Test and familiarize with new features and products
- Has some degree of depth of understanding of a specific field or aspect of 1Password.
- Displays comfort and efficiency in using our internal tools (GitLab, Zendesk, Slack). Practices effective communication, adds affected users to issues in GitLab, files issues appropriately, and practices good Slack and Zendesk etiquette.
- A love for creating and testing solutions and for digging deep into the issues customers report and determining their causes.
- A desire for creating strong documentation and refining processes to not only share your knowledge with your team but to make the work more efficient.
- A strong desire to learn and expand your knowledge.
- The desire and ability to learn on your own and quickly adapt to new environments.

**Bonus points for**:

- Experience working for an organization in the technology space, providing higher than tier-one support.
- Experience working in or adjacent to the DevOps space.
- Experience working directly with software development.
- Personal experience with 1Password or another password manager.
- High level hands on Kubernetes experience

**What you can expect in month 1**:

- Get to know the product, our culture, and the people you'll be working with.
- Shadow customer calls - both technical and sales - to get a feel for what customers need, expect, and look for from 1Password.
- By the end of the first month, you’ll be able to deploy our SCIM bridge and 1Password Connect server, connect via API or IdP, and start to be able to confidently answer questions from the rest of the Go-to-Market team.

**What you can expect by month 3**:

- You can successfully help a customer directly plan and deploy some of our “one-click” options for the SCIM bridge, and troubleshoot any issues that may arise.
- You can help a customer plan a deployment of Secrets Automation and confidently discuss using our pre-built SDKs or plug-ins, as well as our open API.
- Support existing customers with advanced and ongoing training needs.
- Have general Splunk experience, including installing apps and understanding Splunk nomenclature (indexes, dashboards).
- Proactively report customers’ needs and provide valuable feedback to enhance and improve processes and the product.

**What you can expect by month 6**:

- Share what you’ve learned with other people on the team and explore different areas of the company. We believe each person has something unique to bring to the team and they aren’t expected to stay in customer support forever (e.g., if you love designing icons, there may be a side project for you to try).
- Successfully navigate consultation, implementation, and troubleshooting calls as the primary contact.
- Continue helping customers each day and exploring new areas of the Customer Support team to chart your career path at 1Password.
- Interface with the development

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