Technical Support Tier II - Integration

TN United Kingdom; United Kingdom; Remote; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Tier II specialist, where you'll leverage your expertise in customer-facing technical roles to support clients in the SaaS space. This remote position offers the chance to work with cutting-edge technologies and collaborate with a dynamic team. You'll play a crucial role in delivering exceptional customer experiences while troubleshooting complex issues and providing solutions. If you're passionate about technology and eager to make a meaningful impact, this is the perfect opportunity for you. Embrace a culture that values innovation, adaptability, and continuous learning.

Benefits

Generous PTO policy

Company equity for all full-time employees

Maternity and parental leave top-up programs

Paid volunteer days

Employee-led inclusion programs

Wellness days

Retirement matching program

Peer-to-peer recognition through Bonusly

Qualifications

• 2+ years in a customer-facing technical role, ideally in SaaS.
• Strong problem-solving and communication skills required.
• Experience with authentication protocols and cloud platforms.

Responsibilities

• Deliver best-in-class customer experience via email, phone, and Zoom.
• Diagnose and troubleshoot technical issues effectively.
• Collaborate with peers and mentor junior colleagues.

Skills

Customer-facing technical support

Problem-solving skills

Authentication protocols

Cloud platforms (AWS, Azure, Google Cloud)

Networking fundamentals

REST APIs

Basic scripting (Python, Bash, PowerShell)

SIEM knowledge (Splunk, Datadog)

Linux and Windows command-line tools

SSH tools familiarity

Tools

Docker

Kubernetes

Zoom

Kibana

Job description

Social network you want to login/join with:

Technical Support Tier II - Integration, remote, uk

Client:

1Password

Location:

remote, uk, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

8e34a8b51fb0

Job Views:

11

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

What we're looking for:

• 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.
• 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.
• Product Knowledge:
• CLI: Provide customers with high level guidance on CLI solutions, such as parsing with jq and chaining multiple commands. You will provide guidance on service accounts, shell integration and proprietary commands, such as op inject, op run and their applicable use cases.
• Events API: Using documentation, you will implement API integrations with Splunk and Datadog. You will be comfortable parsing and filtering API responses in the course of your work.
• SSO: You’ll be able to create and configure SSO unlock for 1Password accounts using supported IdPs, and troubleshoot SSO issues using Kibana.
• SSH: You’ll learn how to configure SSH agent integrations with 1Password across multiple operating systems.
• SCIM & Identity Provisioning: You will support standard SCIM configurations with supported external IdPs, using cloud-based deployment methods.
• Secrets Automation: You’ll be familiar with the supported SDKs for Connect SDK, deploying Connect servers in cloud environments using all of our supported deployment methods.

What we're looking for:

• 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 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.
• Product Knowledge:
• CLI: Provide customers with high level guidance on CLI solutions, such as parsing with jq and chaining multiple commands. You will provide guidance on service accounts, shell integration and proprietary commands, such as op inject, op run and their applicable use cases.
• Events API: Using documentation, you will implement API integrations with Splunk and Datadog. You will be comfortable parsing and filtering API responses in the course of your work.
• SSO: You’ll be able to create and configure SSO unlock for 1Password accounts using supported IdPs, and troubleshoot SSO issues using Kibana.
• SSH: You’ll learn how to configure SSH agent integrations with 1Password across multiple operating systems.
• SCIM & Identity Provisioning: You will support standard SCIM configurations with supported external IdPs, using cloud-based deployment methods.
• Secrets Automation: You’ll be familiar with the supported SDKs for Connect SDK, deploying Connect servers in cloud environments using all of our supported deployment methods.

Our cultureAt 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, . 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 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 AI isn't just encouraged—it's an essential part of how we will be successful at 1Password.Our approach to remote workWe 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 most roles. 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 offerWe 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: Maternity and parental leave top-up programs Generous PTO policy Four company-wide wellness days Company equity for all full-time employees Retirement matching program Free 1Password account Paid volunteer days Employee-led inclusion and belonging programs and ERGs Peer-to-peer recognition through Bonusly