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1Password Logo 1Password · IT - Administration

CS Technical Representative

United Kingdom · Job Posted February 21, 2026
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Job Description

As a CS Technical Representative, your role is to troubleshoot Tier 2 issues escalated from Tier 1 Technical Support. You will be responsible for first-level escalation within the Technical Support team. In this role, you will resolve complex, and some novel reliability issues across the 1Password product offering, ranging from app installation issues on Windows to 1Password SCIM bridge deployment queries. You are equipped with the competencies required to comfortably deal with more complex issues in your primary area of support; alongside this, you have developed competencies to Level A standard in additional area(s) of support. You contribute in the Tier 2 and Tier 1 spaces respectively, and take on more of a supportive role for your junior colleagues when required.

Job Responsibility

  • Troubleshoot Tier 2 issues escalated from Tier 1 Technical Support
  • Responsible for first-level escalation within the Technical Support team
  • Resolve complex, and some novel reliability issues across the 1Password product offering
  • Reproduce, diagnose, and deliver solutions for escalated Tier 2 Technical queries across your primary area of support
  • Resolve Tier 1 CRM volumes when required
  • Take on customer calls to better understand and scope their issue
  • Maintain a working knowledge of currently known issues and their respective workarounds
  • Guide junior colleagues to the correct answer or guidance when required
  • Follow established workflows and adhere to performance expectations
  • Address questions related to the functionality of our apps
  • Collaborate with peers across the CS org
  • Support junior colleagues with their Tier 1 questions on Slack
  • Effectively escalate open queries to Tier 3 when appropriate
  • Create internal documentation for common questions or guides

Requirements

  • Troubleshoot Tier 2 issues escalated from Tier 1 Technical Support
  • Responsible for first-level escalation within the Technical Support team
  • Resolve complex and novel reliability issues across the 1Password product offering
  • Equipped with competencies to comfortably deal with more complex issues in primary area of support
  • Developed competencies to Level A standard in additional area(s) of support
  • Contribute in Tier 2 and Tier 1 spaces
  • Take on a supportive role for junior colleagues when required
  • Reproduce, diagnose, and deliver solutions for escalated Tier 2 Technical queries across primary area of support (Core: OPMac, OPWindows, OPiOS, OPAndroid, OPLinux)
  • Resolve Tier 1 CRM volumes when required
  • Comfortable taking on customer calls to better understand and scope their issue
  • Maintain a working knowledge of currently known issues and their respective workarounds
  • Guide junior colleagues to the correct answer or guidance when required
  • Intermediate knowledge of our CS stack
  • Comfortable using tools such as Kibana and DataDog
  • Follows established workflows and adheres to performance expectations
  • Possess a complete understanding of 1Password's product feature offering from a usability perspective
  • Address questions related to the functionality of our apps
  • Collaborates with peers across the CS org
  • Supports junior colleagues with their Tier 1 questions on Slack
  • Effectively escalates open queries to Tier 3 when appropriate
  • Creates internal documentation for common questions or guides
  • Familiarity with all officially supported desktop browsers and their compatibility with 1Password in the browser
  • Well developed knowledge of the file structures, system settings, permissions of at least one supported operating system
  • Working knowledge of the file structures, system settings, permissions of all other supported operating systems
  • Comfortable using machine virtualisation to install, set up and troubleshoot 1Password on Windows, Linux and Mac
  • Can execute both predefined and undocumented commands in a terminal environment to surface diagnostic information
  • Can troubleshoot issues related to installation/update failures, offline statuses in the desktop apps
  • Uses basic networking principles to troubleshoot connection issues with 1Password
  • For OPMac: Uses MacOS utilities as part of the diagnostic process
  • Can articulate the different locations OPM8 saves information in the OS directory
  • Able to set up basic MDM profiles for troubleshooting
  • For OPIOS: Comfortable using xcode to emulate OPI as part of the troubleshooting process
  • Able to set up basic MDM profiles for troubleshooting
  • For OPWindows: Proficient at troubleshooting TPM faults at the system authentication level
  • Capable of troubleshooting Group Policy Objects and registry issues
  • Troubleshoots issues where the 1Password app update or installation has failed
  • Understands the potential impact that antivirus and antimalware have
  • For b5x: Comfort troubleshooting consumer integrations
  • Can troubleshoot and provide solutions to Extension deployment questions beyond available documentation
  • Interpret Console Log emits and desktop Diagnostic Reports to effectively troubleshoot SLS slowness and failures
  • Troubleshoot passkey issues escalated from CS-Service
  • For OPLinux: Comfortable exploring developer documentation for supported distributions to virtualise an affected customer’s environment
  • Proficient troubleshooting display/desktop manager issues
  • For OPAndroid: Understands the biometric class differences and how they impact 1Password
  • Familiar with logcat, effective use of the tool when appropriate

What we offer

  • Maternity and parental leave top-up programs
  • Competitive health benefits
  • Generous PTO policy
  • RSU program for most employees
  • Retirement matching program
  • Free 1Password account
  • Paid volunteer days
  • Peer-to-peer recognition through Bonusly
  • Remote-first work environment
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