Technical Support Specialist

San Francisco, CA

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Paubox is a San Francisco-based B2B startup ranked #775 on the Inc. 5000 list of fastest-growing privately-owned companies and is also a market leader in HIPAA compliant email. Paubox provides secure communication for modern healthcare.
We are a series A company with over 3,500 customers that leverages customer feedback to build innovative email security solutions that our customers love. Our patented email security features protect healthcare organizations from internal and external cybersecurity threats, all with an unwavering focus on ease of use, security, and reliability. 
Paubox values its people and gives them ample opportunities to learn, evolve and grow.
We’re looking for a Tech Support Specialist to join our remote team. We support our customers by email (tickets), phone, and screen sharing sessions – and we take pride in taking care of our customers. 

Your day to day Include

  • Providing Level 1 support starting at 9 AM PST- 6 PM PST.  
  • Owning, investigating, and resolving technical issues.
  • Escalating severe situations and any product issues.
  • Following up with customers to ensure customer satisfaction.
  • Updating and creating help docs as needed (internal & external).  
  • Delivering an A+ customer experience all day, every day. 

Must Have Skills

  • Bachelor’s degree or relevant experience.
  • Experience providing support to B2B SaaS customers.
  • Excellent written and verbal communication skills. 
  • Ability to quickly learn technical skills. 
  • Ability to understand customer concerns and problem solve. 
  • Natural desire to help! 
  • You’re polite, friendly, and professional. 

Preferred Skills

  • Experience with Zendesk or a similar ticketing platform.
  • Familiarity with email setup, configuration, and domain records.
  • Experience working with server logs and command line.
  • Experience working in a fast-paced startup environment.

What you will experience at Paubox

  • Paubox is a customer-driven organization. We foster an environment of diversity, inclusion, teamwork, and excellence.
  • Our culture is driven by the Paubox Foundations which are the principles and values we embody as an organization. You will be a great fit if these foundations resonate with you.

What makes Paubox a great place to work

  • We have a strong identity and culture that is Hardworking, Honest, Focused, and Fun.
  • Health care benefits, including dental and vision.
  • 401(k) savings plan.
  • Combined 28 days of paid time-off, in addition to holidays.
  • Stock options as an early employee.
  • Apple work laptop provided.
  • $500/quarter stipend for professional development.
  • Opportunity to grow within the company as Paubox continues to grow.
Paubox is proud to be an equal opportunity employer and we are committed to hiring a diverse workforce and creating a welcoming and inclusive environment. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds
Job region(s): North America
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