Product Support Specialist

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 …