Technical Support Tier II - Integration
Remote (UK)
Customer Experience – CX Technical /
Full Time Remote /
Remote
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 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information.
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.
Reporting to the Manager, CX Technical, the Technical Support Tier II - Integration 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 may have start times from 06:00 am GMT and includes weekend shifts, with schedules such as Tuesday to Saturday or Sunday to Thursday.
This is a remote opportunity within the UK.
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 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 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 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 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 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
🏝 Generous PTO policy
💖 Four company-wide wellness days
Growth and future
📈 Company equity for all full-time employees
💸 Retirement matching program
🔑 Free 1Password account
Community
🤝 Paid volunteer days
🌎 Employee-led inclusion and belonging programs and ERGs
🏆 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.
1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.
