Technical Support Specialist

| Austin
Company Description

Living Security is looking for a Technical Support Specialist to serve as our technical lead in the client onboarding process. This role reports into our Director of Client Operations.

Founded in 2017, Living Security’s mission is to help prevent cybersecurity breaches with a human risk management solution that does more than meet compliance needs, it also truly changes behavior. Living Security believes empowering people is the key to ending cybersecurity breaches, picking up where traditional security awareness training drops off. Gamified learning and immersive experiences engage and educate users, while the science-backed, tech-enabled platform uniquely provides CISOs the ability to measure training efficacy and program ROI.

Named one of Austin’s Best Places to Work, the Living Security team is composed of 50+ cybersecurity professionals committed to transforming security awareness training as we know it and turning end users into the enterprise’s greatest asset against cybercrime. Living Security is trusted by security-minded organizations like CVS Health, MasterCard, Verizon, MassMutual, Biogen, AmerisourceBergen, Hewlett Packard, JP Morgan, and Target. Learn more at www.livingsecurity.com.

While we take our mission seriously, we have a lot of fun while executing! 

Job Description

This role is primarily client-facing. In this role, you will be brought into the client onboarding process as the technical lead to assist the client in configuration. Typically, you will lead calls with their network engineers to help them troubleshoot connectivity issues for a seamless technical product launch.

Examples of client interactions you will be involved with include helping to troubleshoot SSO testing; walking clients through technical steps of user provisioning, working with tools like Okta, Microsoft Azure, and more; troubleshooting slow or blocked videos; troubleshoot VPN settings interacting with deep packet inspections.

You will have an immediate impact on our clients’ success and therefore our company’s success as well. As a booming start-up, the growth in this role is limitless. While there are technical skills required, we will continue to develop you to meet future challenges and dive deeper into more complex product integrations.
Additional skills and duties:

  • Provide technical expertise to clients and internal departments around product access and identity management; troubleshoot API’s, SSO, User Provisioning and Active Directory configuration
  • Provide general network connectivity troubleshooting, both internally and for clients
  • Communicate with clients, internal departments and partners across multiple channels; including but not limited to phone, chat, and web/email
  • Receive, investigate, and respond to support needs and issues; including inquiries related to product access, account sign-in through our platforms or through API’s and SSO, and other miscellaneous support requests
  • Stay current on our platforms and any known issues to assist internal departments, partners and clients who interact with our products
  • Document all interactions with detail and accuracy within HubSpot ticketing systems, escalate issues internally to JIRA as needed, and work with Engineering to resolve issues
  • Work with Service Desk, Product Managers and App Software Engineers as appropriate to troubleshoot, resolve, and document client obstacles within established SLAs
  • Assist with internal support and internal data integrations

Qualifications

Minimum Qualifications:

  • 2-3 years of excellent technical customer support / help desk experience in a growing SaaS company
  • Knowledge of user access and user provisioning (SSO & SCIM software)
  • Strong verbal and written communication skills 
  • Empathy, patience, and a passion for helping solve problems with other people
  • Savvy with new technology – inherent ability to explore and understand technology and the various issues that may arise
  • Critical thinker and adept at problem-solving

Bonus Qualifications:

  • Experience supporting network connectivity within enterprise companies and a deep understanding of enterprise security policies and configurations
  • Ability to write SQL queries is a big plus

Additional Information

Perks of Living Security:

  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, short term disability, life insurance, 401(k)
  • Competitive salary
  • Responsible PTO policy and paid holidays
  • Work remote and flex-time options
  • Opportunity to be a part of a company that is revolutionizing the cybersecurity industry
  • Growth opportunities throughout the company

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • SpringFrameworks
    • HubSpotCRM
    • SalesforceCRM

Location

3595 RR 620S Suite 150, Austin, TX 78738

What are Living Security Perks + Benefits

Culture
Volunteer in local community
One example of giving back to the community since COVID is through our Family First initiative to provide free tools, content and resources – for families, to help keep kids safe online.
Friends outside of work
Eat lunch together
Intracompany committees
Employees are encouraged to collaborate across departments. This is especially true with our newly formed Culture Team and various slack channels for everything from fitness, to pets, to books.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
The leadership team at Living Security is a reflection of the employees. The team is committed improving diversity and inclusion practices for all employees for the moment a position is posted.
Unconscious bias training
Several employees have gone through unconscious bias training and the company is committed to company-wide training in 2021.
Diversity Employee Resource Groups
We have recently established a culture and inclusion team. We are currently mapping out our four areas of impact for the company - giving, engagement, L & D, and team building.
Hiring Practices that Promote Diversity
We are currently improving our hiring practices to further promote diversity. For example: metrics, where we post positions, language in posting, and unconscious biases training.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Starting in Jan 2021, Living Security will be offering a 401(K) retirement plan.
Company Equity
Employee Stock Purchase Plan
Qualified employees are offered stock options at the strike point.
Performance Bonus
Qualified employees can receive a performance bonus.
Child Care & Parental Leave Benefits
Child Care Benefits
The company started providing a dependent care reimbursement when Shelter In Place went into effect in March.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Currently the entire company is remote, except for those who choose or need to be in the office. We are exploring a remote work program for 2021.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Paid sick days would fall under our unlimited PTO.
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Lunch'n learns are starting in Jan and will be once per month. Topics will include 401(K) and financial sustainability, Courage Conversations, Leadership training, personal branding, and more.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Living Security is doubling in size (rapid growth) and leadership is committed to improving with company's perks with this growth.

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