Product Support Specialist

Posted Sep 23

Working at Thoropass

Thoropass makes it as easy to do the right thing as it is to check a box. Our team members believe that partnership lightens the load. Not everyone can be an expert at everything – lending each other support in areas of weakness strengthens everyone’s offering. We collaborate openly and enthusiastically; without ego. 

What We Do

At Thoropass, we’re compliance experts so you don’t have to be. Pairing easy software that’s always getting smarter with expert guidance and continuous monitoring, we integrate into your process to prepare you to pass any audit, every year, with flying colors. Hundreds of growing companies use Thoropass’s compliance automation platform, expert services, auditors and partner ecosystem to get and stay compliant over the lifetime of their business. We offer SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, and other infosec and privacy frameworks.

We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include: J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically and we’re poised for continued break-out growth in 2024 and beyond.

About the Role

We are looking for a support specialist to join our team remotely. You will provide enterprise-level assistance to our compliance experts and customers. You should be able to diagnose and troubleshoot issues that arise and escalate as needed. 

Ultimately, you will be a person our customers, our engineering team, and our support team trusts. They will rely on you to provide timely and accurate solutions to their technical problems.

Impacts you’ll deliver

Within 30 days:

  • Working with internal engineering teams to diagnose issues and deliver solutions for customers
  • Make your first improvement to the support process at Thoropass
  • Communicate best practices for Thoropass software to customers

Within 60 Days:

  • Ensure customers have the most up to date information about compliance
  • Have primary responsibility for any issues in at least one area of the product
  • Use technical abilities to identify systemic issues and drive resolutions through engineering

Within 90 Days:

  • Make the team better through documentation, handbooks, and best practices 
  • Give customers a way to to help themselves through customer-facing articles
  • Own issue resolution metrics for your issues.

What You'll Do

  •  Build an understanding of the mapping of content to customers in order to identify, troubleshoot, and communicate issues.
  • Assist the CX team to upload content for designated compliance frameworks.
  • Conduct detailed investigation & analysis of reported bugs to the Product/Engineering team and flag discrepancies from expected behavior.
  • Prioritise bugs and requests by assessing the level of impact or time sensitivity to customers.
  • Synthesize information between customers and Product/Engineering teams in a clear and easily understandable manner.
  • Assist customers with more technical questions regarding the product usage and Experience.
  • Manage the transfer of data and deletion of inactive (trial /churned) client organizations.
  • Advise and assist on creating custom reports and metrics relevant to customer data and specific needs.
  • Create and maintain Help Center documentation, team troubleshooting articles and bi-weekly product updates.
  • Share your expertise with colleagues, advising on technical questions
  • Respond to customers with the correct tone in tricky situations.
  • Use the terminal and tools such as Datadog to review logs, as needed, for troubleshooting. 
  • Become proficient in tools that map, permission and manage content.
  • Propose ad hoc or creative solutions and/or fix issues in lieu of committing engineering resources. 

Skillsets/ Requirements

  • Passionate about delivering an exceptional customer experience.
  • Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue as efficiently and effectively as possible.
  • Strong verbal and written communication skills.
  • 2+ years of working experience, ideally in a product support role.
  • Experience creating training materials and also leading training sessions for internal and external teams.
  • Technical competence with Gsuite and web tools.
  • Familiarity using Jira and Jira Service Desk, or equivalent
  • Adapt quickly to changing priorities and customer needs.
  • Proven ability to collaborate with cross-functional partners to improve delivery for internal and external customers.
  • Curiosity to find creative solutions to problems and doggedness to enact that solution

Bonus Points

  • Experience working with Datadog.
  • Proficient in SQL / Python / Javascript.
  • Retail Experience
  • Experience with Content Management Systems

Compensation:

  • The salary range for this position is $50,000 - $80,000 and will be based on experience and skill set
  • Immediate access to health, dental, and vision care
  • Early equity in a fast-growing company
  • Hybrid work from home model
  • Unlimited PTO
  • Stipend for home office equipment
  • Monthly wellness stipend

How to Apply

Instead of a traditional cover letter, please draft an email as if you were writing to an acquaintance named Pat asking to borrow their car in the application form. 

Equal Opportunity

Thoropass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Even if you feel you don’t meet every requirement, consider applying! Thoropass acknowledges the research which shows that women and people of color are less likely to apply for jobs when they don’t meet all of the stated qualifications. However, we’re looking for authentic innovators to blaze new trails and you just may be the right person for this or another role.