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Requirements and responsibilities
About PauboxOur mission is to become the market leader for HIPAA compliant email security. We are driven by the Paubox Foundations, which are core principles we care intensely about. They lay the groundwork for building a company of long-lasting and exceptional value.The Paubox Foundations are:Customer feedback. We use customer feedback as our roadmap of what to build and when to build it.Big ideas matter. We know customers want security, reliability, and ease of use. These are big ideas that will not change over time.GSD. We don’t just talk about getting the job done; we get the job done.We do the homework. In a fast-paced environment, we do our homework before we embark. We don’t skip the hard work or ignore the details.Honesty and trust. Honesty builds trust with our customers and our team. We know that honesty is essential to thriving at Paubox.Clear communication. We thrive when there is clear, consistent communication with customers and with each other.Data-driven. Business decisions are driven by data, not emotion.We are leaders, not followers. We provide leadership in our industry, to our customers, and in our communities.As only the paranoid survive, we know that to ensure future success, we must become an AI-native company. In other words, we are growing while keeping headcount relatively flat. We are not pursuing AI to replace people.About the roleWe’re looking for a Tech Support Specialist to join our fully remote support team. We support our customers via email, tickets, phone, and screen sharing sessions – and we take pride in taking care of our customers. Although this position is remote, you must be located and authorized to work in the U.S.The required hours of work for this position are 8am-5pm pacific, Monday through Friday.Your day-to-dayProviding Level 1 technical support Owning, investigating, and resolving technical issuesEscalating severe situations and any product issuesFollowing up with customers to ensure customer satisfactionUpdating and creating help docs as needed, for both internal end external stakeholdersDelivering an A+ customer experience all day, very dayWhat you'll need to succeedBachelor’s degree or relevant experienceExperience providing support to B2B SaaS customersExcellent written and verbal communication skillsYou're polite, friendly, and professionalAbility to quickly learn technical skillsAbility to understand customer concerns and problem solveIt would be great if you also haveExperience with HubspotFamiliarity with email setup, configuration, and domain recordsExperience working with server logs and command lineExperience working in a fast-paced startup environmentWhat you'll get from usA fully-remote work environment, no RTO here!Cigna or Kaiser Permanente healthcare coverage (location dependent)Dental and vision insurance through Guardian401(k) retirement accountSick and vacation time totalling 28 days per year8 paid annual holidaysStock option grantsCompany-provided Macbook$500 quarterly stipend for professional developmentSalary data for this roleAnnual base salary is $58,656.00Bonus potential up to $8,000 annually
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